História de sucesso -

ABOUT SWEDISH POISONS INFORMATION CENTER

The goal of the organization is to inform employees in the Swedish health sector and the general public by phone about risks, symptoms, and treatment in connection with a variety of emergency poisonings. They handle over 77,000 calls a year.

“When we get an emergency call from the worried mother of a child, who has drunk from a bottle of cleaning fluid – or something far worse – a central IT system is needed, where we can enter the relevant search data and get the critical information about the product concerned in a flash... Our POB system has met our needs for over ten years.”— Pharmacist, Swedish Poisons Information Centre

THE CHALLENGE

The Swedish Poisons Information Centre originally operated with three completely separate IT systems, which created significant barriers to sharing information:

• Treatment Documents: A file server containing approximately 10,000 documents on treatment for chemicals, medicines, plants, mushrooms, and venomous bites.
• Product Database: A database describing more than 120,000 different chemical and household products from various manufacturers.
• Call Logging: A dedicated system for registering calls, replies, and compiling statistics.

The lack of integration between these silos made it difficult to access critical information quickly during high-stakes emergency calls where every second counts.

THE SOLUTION

The POB Platform consolidated all three functions into a single, unified system. This allowed qualified pharmacists to manage calls more effectively using a high-efficiency workstation setup (headphones and dual large screens).

Key features of the solution include:

• Unified Search: When a call comes in, pharmacists enter keywords, and the system finds relevant information from the massive database within seconds.
• Massive Data Management: The system handles descriptions for more than 120,000 chemical products and 10,000 treatment protocols in one interface.
• User-Centric Design: Because some employees work 11-hour shifts, user-friendliness was a core requirement. The interface was designed to be intuitive, allowing pharmacists to focus on reassuring panic-stricken callers rather than fighting with the technology.

THE RESULTS

The POB solution allowed the team to become more agile, providing precise responses to inquiries and clear instructions on life-saving actions.

• Increased Capacity: The team is now more effective and able to cope with large increases in call volume without service interruption.
• Operational Efficiency: All calls are handled immediately. Pharmacists can contact the doctor on duty while simultaneously accessing the large information library.
• Employee Satisfaction: The improved user interface is highly popular among staff, reducing the mental fatigue associated with long shifts and high-stress emergency response.
• Speed: Despite the database's size, critical information is retrieved "in a flash," ensuring that callers receive the advice they need exactly when they need it.

ABOUT SERVICEAIDE

Serviceaide is a leader in modern service management. Serviceaide’s vision is to transform service management, across ITSM, ESM, and Customer Service. Serving customers around the world, Serviceaide applies breakthroughs in artificial intelligence, machine learning, and natural language processing to deliver better experiences, provide enhanced self-service and empower service owners. Serviceaide transforms service through digital labor conversations, automation, and knowledge.