Arrière-plan
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.
Le défi
Avant DocSend, le responsable de la sécurité technique envoyait les documents liés à la sécurité des employés pour signature électronique via DocuSign, une solution devenue trop coûteuse et trop complexe pour ses opérations internes simples. L’équipe d’assistance client avait également besoin d’un moyen plus sûr de partager des documents sensibles avec les clients.
La solution
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.
Partager de façon sécurisée des documents sensibles avec les clients
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.
Remplacer DocuSign pour simplifier l’intégration des employés
Garant des politiques et des pratiques de sécurité au sein de l’organisation, le responsable de la sécurité technique s’est demandé comment il pourrait utiliser DocSend à d’autres fins dans le cadre de ses fonctions. La cybersécurité touche tous les départements de l’entreprise, y compris le service juridique, les ressources humaines, l’IT et l’assistance client. Les nouvelles recrues doivent notamment signer une politique de cybersécurité interne à leur arrivée, puis mettre à jour leur signature chaque année. Pour le responsable de la sécurité technique, DocSend pouvait justement faciliter la collecte de ces documents signés.
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.
Une solution de signature électronique multipartite simple et économique pour suivre les documents relatifs à la politique de cybersécurité
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.
Prochain objectif : améliorer l’intégration des nouveaux employés et l’expérience des clients
L’équipe de sécurité technique utilisera DocSend pour améliorer les procédures d’intégration et soutenir la croissance de l’entreprise. L’année prochaine, ils prévoient d’unifier les pages de garde des politiques à l’aide d’un système tiers de contrôle des versions. L’équipe d’assistance client continuera à envoyer des informations sensibles aux clients, rassurée par le fait que les documents sont protégés par des mots de passe et des liens temporaires dans DocSend. Comme conclut le responsable de la sécurité technique, “DocSend remporte un franc auprès de ma propre équipe et des équipes d’assistance, et l’aventure ne fait que commencer”.