Challenge 

The company PHOENIX, which operates more than 430 BENU pharmacies, was struggling with fragmented communication between headquarters, regional teams, and pharmacy operations. Most requests were handled via email or phone, resulting in confusion, delays, and duplicated effort. 

The assets were tracked in various Excel spreadsheets, and the legacy helpdesk served only the internal IT department and did not meet the needs of employees outside the IT department.

Solution 

PHOENIX implemented ALVAO Service Desk and Asset Management in two phases - first at headquarters, and then across all BENU pharmacies. The implementation took about four months and involved over 3,200 users company-wide. 

Through integration with the internal CMDB, each request automatically identifies which pharmacy it originates from, significantly speeding up resolution. Pharmacists can now report both technical and operational issues from a single place, without having to contact different departments.

 The system also supports cross-departmental request tracking - from IT and HR to facility management. 

“We used to handle requests mainly by email and phone. Now, everyone has one place to submit their request, and the system automatically routes it to the right team.”

Benefits 

With ALVAO, PHOENIX established a single point of contact for more than 430 pharmacies and the central office. 

  • Clear routing of requests and real-time visibility of their status 
  • Faster response times and elimination of email chaos 
  • Comprehensive asset tracking and linkage for NIS2 compliance and audits 
  • Integration with Power BI, CMDB, and external supplier systems 
  • High user friendliness encouraging adoption beyond IT

“ALVAO helped us create one point of contact for the entire organization - from HQ to individual pharmacies. Thanks to its clarity and simplicity, even non-IT colleagues have embraced it,” says Lukas Fuxa, ITSM Expert, PHOENIX. 

Results 

In the first year alone, over 48,000 requests were resolved through ALVAO. PHOENIX successfully unified its internal processes, improved communication between headquarters and pharmacies, and built a solid foundation for further digitalization and cybersecurity compliance. 

“We’ve resolved more than 48,000 tickets in just one year. The speed and transparency of our workflows have improved dramatically compared to the previous system.” 


Inspired by Phoenix’s success? Streamline your department’s operations with ALVAO.

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