背景情報
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.
導入の目的
DocSend を導入する前は、同社のテクニカル セキュリティ マネージャーが DocuSign を使用して電子署名用の従業員セキュリティ ドキュメントを送付していましたが、単純な社内ワークフローにコストと手間がかかりすぎていました。また、カスタマー サポート チームは、機密ドキュメントを顧客とより安全に共有する方法も必要としていました。
ソリューション
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.
機密ドキュメントを顧客と安全に共有する
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.
DocuSign から切り替えて従業員のオンボーディングを簡素化する
同社でセキュリティ ポリシーとセキュリティ対策を管理するテクニカル セキュリティ マネージャーは、DocSend を他にどのような形で自分の役割に活かせるか検討したいと考えました。サイバーセキュリティは、法務、人事、IT、カスタマー サポートなど、あらゆるレベルの業務に関係します。特に新入社員は全員、オンボーディング時に内部のサイバーセキュリティ ポリシー パッケージに署名し、その署名を毎年更新する必要があります。同氏は、DocSend を使えば、署名された従業員のポリシー ドキュメントを簡単に収集できると考えました。
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.
サイバーセキュリティ ポリシー ドキュメントを追跡するシームレスで費用効果の高い、マルチパーティ電子署名ソリューション
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.
将来を見据えてオンボーディングとカスタマー エクスペリエンスを改善する
同社のテクニカル セキュリティ チームは、DocSend を使用して、自社の継続的な成長に合わせてオンボーディングを改善していく予定です。来年は、サードパーティ システムを使用するポリシー カバー シートを一元化してバージョン管理を維持しようと考えています。また、カスタマー サポート チームは、DocSend ではパスワードと期限付きのリンクでドキュメントが保護されることを理解しているため、今後も安心して機密情報を顧客に送付できます。「私のチームと弊社のサポート チームは DocSend を大いに活用しているので、今後も規模を拡大していく中で成長を続けていきます」（テクニカル セキュリティ マネージャー）。
