About Luxottica
Luxottica is a leader in the design, manufacturing, and distribution of luxury, fashion, and sports eyewear. Luxottica's international expansion has developed its geographic footprint worldwide. The group's global whole distribution network covers more than 150 nations across five continents and is complemented by a network of 9,200 stores worldwide. Luxottica has produced sun and ophthalmic lenses for the past 20 years and has increased its manufacturing capacity by adding three new laboratories in Europe, Asia-Pacific, and North America, integrated by logistics hubs.
Luxottica utilizes a service desk for its IT, HR, payroll, product, and marketing teams. This helps it to cover all aspects of its enterprise services in single platform. ServiceDesk Plus enables employees to self-resolve their issues, like resetting their own passwords and raising requests through purpose-built templates for each department. Luxottica is able to get real-time reporting, and the executives and leaders in each department can track incoming requests and ensure teams are supporting the customers.
The key feature in ServiceDesk Plus that teams like is building custom templates and making them visible to customers through a request catalog. Technicians work on improving and streamlining the request process and use features like the knowledge base and pop-up messages to help guide customers to available solutions.
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We also have incorporated ServiceDesk Plus for our customer care team so that they can receive queries from the customers who are walking into our stores and they can service them, too,
Paul Grady, IT support team lead, Luxottica