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Poison control centers play a critical role in public health, handling emergency calls from parents, doctors and hospitals while serving as an early warning system for emerging health threats. However, many of these centers rely on aging, homegrown systems that are difficult to maintain and prone to failure.
One poison control center affiliated with a leading children’s hospital faced these exact challenges. Their legacy system was slow, difficult to update and lacked the flexibility to meet evolving needs. Data reporting was cumbersome, limiting their ability to identify and track trends in toxic exposures. With increasing call volumes—especially during public health crises—they needed a modern, scalable solution to support their operations while ensuring uninterrupted service.
Leveraging our deep experience with Salesforce implementations, we collaborated with the client to define requirements and develop IntelliTox™—a cloud-based poison control management platform designed to modernize operations and improve efficiency. Built on Salesforce Service Cloud, IntelliTox™ provides a secure, scalable, and resilient infrastructure tailored to the unique needs of poison control centers.
Since implementing IntelliTox™, the poison control center has significantly improved its operational efficiency and data management. The system has required minimal IT support, allowing the internal team to focus on enhancements rather than troubleshooting.
The ability to rapidly adjust and scale with the new system was particularly evident during the pandemic when IntelliTox™ seamlessly handled a tenfold increase in call volume without performance issues, as calls surged from approximately 1,000 per week on average to 10,000. Additionally, poison center staff now have real-time access to critical data, enabling faster trend analysis and improved coordination with public health authorities.
With a fully managed services model, SolomonEdwards continues to support the center with regular updates and enhancements, ensuring the system evolves with emerging needs.