In the quiet hum of a poison control center, every second counts. A frantic parent calls, fearing their child has ingested something dangerous. A doctor seeks urgent advice on treating a toxic exposure. A hospital staff member relays critical data to monitor an emerging health threat. These calls flood poison control centers (PCCs) daily, and until recently, many of these life-saving operations were running on outdated, unreliable technology.
For decades, poison control centers across the U.S. have relied on aging, often homegrown system to handle their complex workflows—many managed by a single individual. That fragile infrastructure, held together with patches and workarounds, placed an enormous burden on healthcare professionals.
Enter IntelliTox™, the groundbreaking software solution developed by SolomonEdwards to bring poison control into the modern digital era.
The crisis in poison control infrastructure
Poison control centers are essential to public health, yet they operate under challenging conditions. Chronic underfunding, increasing call volumes, evolving poison threats and outdated software have made it increasingly difficult for these centers to function efficiently. Moreover, these centers are not just call hubs; they have an equally important role as an early warning system for health crises. The data they collect is crucial for monitoring trends in toxic exposures—ranging from fentanyl exposure, reports of Tide Pods ingestion, opioid overdoses and viral outbreaks.
Technological stagnation
One of the biggest risks facing PCCs is technological stagnation. Many of the software solutions in use were built decades ago. And with limited resources to support outdated systems, maintenance delays are common, and new features are impossible to implement. Yet the volume and complexity of calls from both the public and healthcare providers is rising across the poison center network.
Building a lifeline: The birth of IntelliTox™
Recognizing this dire need, SolomonEdwards pioneered a new system that is already revolutionizing the way poison centers operate. What started as a bespoke solution for one poison control center at a leading children’s hospital soon evolved into IntelliTox™—a scalable, cloud-based platform designed to support poison control centers and other telehealth operations.
The poison center’s director, who was active with the American Association of Poison Control Centers (AAPCC), immediately saw that the SolomonEdwards’ solution had huge potential to elevate poison control efforts far beyond one institution. The association represents 54 accredited poison control centers across the U.S.
SolomonEdwards ultimately licensed the foundational technology developed for that first project and then spent three years refining and expanding it, culminating in the official launch of IntelliTox™, which is supported post-implementation with a managed services approach that allows institutions to fully outsource technology support to a responsive partner.
How IntelliTox™ transforms poison control operations
At its core, IntelliTox™ is built on the Salesforce Service Cloud, which integrates world-class CRM technology with features tailored specifically for poison control centers.
The software brings multiple advantages to the field:
Cloud-based security and reliability
Traditional poison center software has relied on in-house servers, leaving data at risk due to system failures, cyberthreats or even physical hazards like floods. IntelliTox™ operates in the cloud, ensuring data is backed up across multiple secure locations, eliminating the “single point of failure” problem.
Faster, more efficient call handling
Call center agents benefit from automated workflows, case templates and real-time access to external medical references. IntelliTox™ reduces the manual workload, allowing agents to respond faster and more accurately to emergency calls.
Omnichannel communication
While poison control calls have traditionally been handled over the phone, the way people seek help is changing. IntelliTox™ enables centers to handle inquiries via phone, web chat and text messaging, ensuring people can reach out in the way that suits them best.
Advanced data analytics and reporting
IntelliTox™ is modernizing poison control call center operations from a data perspective. These centers provide crucial data to government agencies, hospitals and researchers, but their outdated systems have made data collection and reporting increasingly challenging. The need for modern technology became even more apparent during the COVID-19 crisis, when poison control centers saw an unprecedented surge in calls. Fortunately, IntelliTox™ was newly implemented at the first poison control center just before the pandemic, which led to a spike in calls from an average of 1,000 a week to approximately 10,000 a week.
The cutting-edge data capabilities enabled by IntelliTox™ streamline and enhance data gathering and collection, making it easier to analyze and share real-time data with the Centers for Disease Control and Prevention (CDC) and other public health stakeholders. This functionality allows agencies like the CDC to detect public health threats—such as an outbreak of measles, a cluster of fentanyl overdoses or a spike in toxic household exposures—faster than ever before.
Seamless scalability
Poison control centers operate with varying resources and funding levels. IntelliTox™ is designed to be flexible, allowing centers to implement only the modules they need and expand their capabilities over time.
A growing impact: Toward nationwide adoption
Since its launch, IntelliTox™ has been successfully implemented at poison control centers affiliated with two major medical facilities in the U.S. and several others are in the process of implementing the custom solution.
The demand is clear: Poison centers recognize that their legacy systems are no longer sustainable.
As one center administrator noted, “We’ve been stuck with outdated software for years because the alternative was essentially run by one guy in his basement. With IntelliTox™, we have a real technology partner who can support us for the long haul.”
While IntelliTox™ is being widely adopted by poison control centers, its potential applications extend far beyond poison control into related opportunities to improve operations in veterinary telehealth, drug and alcohol crisis centers, and other specialized call centers that handle sensitive medical data.
A new era for poison control centers
Poison control centers serve as unsung heroes in the healthcare system, providing life-saving guidance to millions every year and being the “eyes on the ground” when it comes to emerging trends in poison and other substance-related threats. Yet, until now, they’ve been forced to work with outdated and unreliable technology. IntelliTox™ is changing that by offering a modern, cloud-based solution that ensures poison centers can operate with speed, security and efficiency. Moreover, they are now able to provide the detailed real-time data that’s required to accurately report on poison control initiatives.
The impact of IntelliTox™ is already evident.
By streamlining operations, improving data tracking and enabling better communication, the software is not only making life easier for poison center staff but also improving fast and accurate access to resources that can potentially help save lives.
As more poison control centers make the shift to IntelliTox™, the future of poison response is looking smarter, faster and more resilient than ever before.
About the Author
Partner, Technology Enablement
As a partner in our Technology Enablement practice, Alec and his team work with clients to enable growth through technology by aligning their business goals with the appropriate technology solutions.
