Aspectos generales
Founded over a decade ago, a leading technology company's mission is to empower Fortune 500 brands to engage with their customers through a variety of channels at the right moment. To share confidential files with customers and carry out policy agreements with employees, this company relies on DocSend to securely safeguard and organize documents.
El desafío
Antes de DocSend, un gerente de Seguridad técnica de la compañía enviaba documentos de seguridad de los empleados para la firma electrónica usando DocuSign, lo cual era demasiado costoso y complejo para un flujo de trabajo interno simple. Además, el equipo de atención al cliente necesitaba una forma más segura de compartir documentos confidenciales con los clientes.
La solución
The team turned to DocSend’s secure document sharing and eSignature solution to safeguard sensitive cybersecurity documents that would go out to both employees and customers.
Compartir documentos confidenciales de forma segura con los clientes
When the company’s Technical Security Manager was first introduced to DocSend three years ago, the platform was used as a tool by customer support representatives to securely share sensitive information with customers. Technical support representatives would regularly interact with customers over email, sometimes sending over sensitive information about internal company security procedures. “We needed a safe way to easily turn on and off link access to ensure that the right information was being sent to the right individuals,” the manager shared. With DocSend, customer support representatives are able to safely send out sensitive materials regarding company policies with individual customers and control access to the documents for a defined period of time. This way, employees can securely control their company’s privacy and know exactly who is accessing internal Service Organization Control (SOC 2) reports - information that highlights how the company protects customer data.
DocSend’s robust document tracking and analytics provides more visibility and flexibility beyond just sharing a link on Google Drive.
Sometimes, customer support needs to share files on a support portal with customers that contain sensitive information about customer data. By hosting these documents in DocSend, customers can enter in a protected password and customer support representatives can be at ease that the documents are secure. The added layer of security in DocSend builds trust between the company and its customers. “If a customer needs a custom support solution, our support team will upload it to support folders and only share sensitive info with that customer,” the manager shares. DocSend provides both the company’s employees and customers with reassurance that their documents are protected from unauthorized parties.
Dejar de usar DocuSign para simplificar la incorporación de empleados
Como alguien que administra las políticas y prácticas de seguridad en la organización, el gerente técnico de Seguridad de la compañía quería explorar otras formas en las que podría usar DocSend dentro de su propio rol. La ciberseguridad abarca todos los niveles del negocio, incluyendo la parte legal, recursos humanos, TI y atención al cliente. En particular, todos los nuevos empleados necesitan firmar un paquete interno de políticas de ciberseguridad al momento de su incorporación, así como actualizar su firma anualmente. El gerente técnico de Seguridad pensó que DocSend podría proporcionar una forma más simple de recopilar documentos de política de empleados firmados.
When you’re onboarded as a new hire or contractor, you sign an internal policy document in DocSend. I can track who has signed our security policies that are needed for yearly audits. It’s one less thing that human resources has to worry about.
Previously, the company’s technical security team was relying on DocuSign, which was too cumbersome of a solution for their needs. “There were too many overwhelming options and too many permissions, when I needed to collect basic employee signatures. The user interface and user experience was too much in DocuSign and it made it hard for me to keep track of who signed our policy documents,” the manager recalled. With DocuSign, the team needed to pay an additional license fee to access the software, which was too costly for the basic eSignature functionality they needed. However, the team realized they could instead try out DocSend’s eSignature feature, which was already included in their existing DocSend plan. They were already DocSend users, securely sharing documents with customers, so it made sense to give the software a try for its eSignature capability.
I can’t speak highly enough about DocSend. With multi-party eSignature, I can track in real time who has viewed and signed our documents. This insight cuts down on me having to ask HR about who's signed what or having to chase down signatures.
Una solución de firma electrónica multipartita perfecta y rentable para realizar un seguimiento de los documentos de políticas de ciberseguridad
After trying out DocSend’s eSignature , the technical security team was impressed by how easy it was to securely send documents across the business. “As soon as you guys said you had multi-party eSignature, I knew it was time to stop using DocuSign,” the Technical Security Manager shared. Unlike DocuSign, DocSend is intuitive to use and has everything the team needs to collect over three-hundred employee signatures on internal policy documents. “Every year, we are audited and are required to provide yearly company-wide signatures on our data retention policy. DocSend’s multi-party eSignature lets us show auditors that we take our privacy seriously. We can even show the exact timestamp an employee signed an agreement,” the Technical Security Manager shared. The technical security team at the company is able to track who has signed documents and ensure that the company is compliant with strict cybersecurity policies.
Mirando hacia el futuro: mejorar la incorporación y las experiencias de los clientes
El equipo técnico de seguridad de la compañía utilizará DocSend para mejorar la incorporación a medida que su compañía siga creciendo. El próximo año, esperan unificar las cubiertas de las pólizas con un sistema de terceros para mantener el control de versiones. De manera adicional, el equipo de atención al cliente continuará enviando información confidencial a los clientes con confianza, sabiendo que sus documentos están protegidos con contraseñas y vínculos con vencimiento en DocSend. Como compartió el gerente técnico de Seguridad: "Mi propio equipo y nuestros equipos de soporte han estado muy entusiasmados con DocSend y puedo ver que esto seguirá creciendo a medida que escalamos en el futuro".