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PROBLEM: Lack of Customer Security Process

So when I came on board there was no defined Customer Security process in place besides communicating back and forth through asana tasks and email. Security team had to manually field endless requests through email for security and compliance documents from both customers and the sales team.

With a security team supporting more than a 30 sales & customer success reps, the volume of conversations and back-and-forth was substantial. The security team has to contend with long, repetitive security questionnaires which took hours to complete. On average, the team received 3-5 custom questionnaires per week, often containing questions I've answered many times before.

Filling out these questionnaires, while important, diverted the team’s attention from more pressing security tasks.To start, they were able to drastically reduce the number of custom questionnaires by encouraging retailers to download the standardized CAIQ, VSA, and SIG questionnaires. For the sales team, sharing up-to-date documents such as SOC2 and PCI AOC took just minutes rather than hours or days.

Sales teams no longer had to contact the security team to ask for the latest security documents. They could instead point retailers to the Smart Trust Center, knowing that the security team keeps it up to date.

ACTION:

• Explored, Selected, and Implemented FormAssembly's 1st customer security portal solution Safebase.

• And Launched FormAssembly Trust Center November 2021. and since then FormAssembly Security Portal has received just over 3,400 views, over 85 customer accounts, downloading about 400 documents.

RESULT:

• Reduced sales cycle by an average of 4 days with the implementation of the security portal.

• Reduced the amount of time spent on customer questionnaires from 8 days to 2 days.

• FormAssembly Security Portal has received just over 3,400 views, over 85 customer accounts, downloading about 400 documents,

• Streamlined Non-Disclosure Agreement (NDA) Process by using Security Portal built-in NDA Clickwrap. Reduced back and forth from 2 days to 24 hours.

• Reassured customers and stakeholders of our commitment to security and compliance.