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In the pharmaceutical industry, reliability is non-negotiable. Medicines must move through complex supply chains quickly, accurately, and without disruption – and the technology supporting these operations must perform just as reliably. As healthcare organizations expand across markets and systems, maintaining that reliability becomes increasingly complex.
For PHOENIX group, Europe’s leading healthcare provider, the growing complexity of its endpoint environment made it clear that a new approach was needed. By partnering with devicenow and implementing a Device as a Service (DaaS) model, PHOENIX created a standardized and scalable foundation for its digital workplace – improving security, simplifying operations, and enabling IT teams to focus more on delivering business value.
Headquartered in Mannheim, PHOENIX group is the European leader in pharmaceutical wholesale, pharmacy retail, and services for the pharmaceutical industry. The company operates across 29 healthcare markets with 210 sites supplying pharmacies, doctors, and medical institutions with medicines and healthcare products. In addition, PHOENIX runs around 3,200 pharmacies across 15 European countries.
Within the organization, the Competence Centre IT & Digital provides shared IT services for the entire group, managing more than 2,200 applications and supporting the company’s digital transformation initiatives.
Before partnering with devicenow, PHOENIX’s endpoint environment had grown highly complex over many years. More than 600 different device models were in use, combined with multiple endpoint management solutions that had evolved locally over time.
This fragmented landscape created several challenges. Standardized processes were difficult to establish, technical debt accumulated, and IT security risks increased. At the same time, local IT teams spent significant capacity on operational tasks such as device provisioning, application patch testing, and onboarding new employees.
The result was an infrastructure that was difficult to scale efficiently and that limited both operational efficiency and user experience.
PHOENIX selected devicenow following a structured tender process. Several factors were decisive:
The Device as a Service model also aligned closely with PHOENIX’s IT strategy, which emphasizes cloud-first device management, flexibility in hardware provisioning, and reduced dependency on specific hardware vendors.
The implementation was designed as a structured transformation rather than a simple device replacement. PHOENIX and devicenow followed a two-step rollout approach.
First, the teams focused on defining and implementing standardized operational processes for endpoint lifecycle management. This created a common framework for device procurement, deployment, and maintenance across the organization.
Second, the technical platform for modern endpoint management was implemented, including the migration to a cloud-based device management environment and the rollout of Windows 11.
As part of the new workplace setup, PHOENIX employees now receive standardized laptops and desktops, delivered through a structured hardware catalogue with six endpoint categories defined by PHOENIX. Devices are pre-registered in the company’s Microsoft Intune environment and centrally managed through a lifecycle model designed to keep hardware continuously up to date. The solution includes services such as:
Today, this operating model supports around 15,000 workplace devices across the PHOENIX group.
Since implementing the new endpoint strategy, PHOENIX has seen significant operational improvements across its IT environment.
Local IT teams are now relieved from many time-consuming routine tasks. Device provisioning, patch preparation, and hardware selection no longer require the same level of manual effort, allowing IT staff to focus more on strategic initiatives.
Key improvements include:
The new model has also increased user acceptance of workplace technology and improved the overall total cost of ownership for endpoint management. An additional benefit comes from the lifecycle approach, which supports sustainability through after-market reuse of devices.
The new operating model has proven successful, and PHOENIX plans to continue expanding the partnership with devicenow. Future initiatives may include additional device categories and continued technology refresh cycles to support evolving workplace requirements.
The manufacturer-independent approach of devicenow also supports PHOENIX’s broader IT strategy of reducing hardware dependency and allowing internal teams to focus on delivering digital solutions that create business value.
For PHOENIX group, the shift to devicenow’s Device as a Service model established a standardized and scalable endpoint environment across its European operations. By simplifying device lifecycle management and reducing operational complexity, PHOENIX created a stronger foundation for a secure and future-ready digital workplace.
