Background

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.

The Challenge

Prior to DocSend, a Technical Security Manager at the company would send out employee security documents for eSignature using DocuSign, which was too costly and complex for a simple internal workflow. Additionally, the customer support team needed a more secure way of sharing sensitive documents with customers.

The 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.

Securely sharing sensitive documents with customers

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. 

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. 

Switching over from DocuSign to simplify employee onboarding

As someone who manages the security policies and practices at the organization, the Technical Security Manager at the company wanted to explore other ways he could use DocSend within his own role. Cybersecurity touches every level of the business, including legal, human resources, IT, and customer support. Particularly, all new employees need to sign an internal cybersecurity policy package upon onboarding, as well as update their signature yearly. The Technical Security Manager thought DocSend could provide a simpler way to collect signed employee policy documents.

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. 

A seamless and cost-effective multi-party eSignature solution to track cybersecurity policy documents

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. 

Looking forward to the future: improving onboarding and customer experiences

The technical security team at the company will use DocSend to improve onboarding as his company continues to grow. Next year, they hope to unify policy cover sheets using a third-party system to maintain version control. Additionally, the customer support team will continue to send sensitive information to customers with confidence knowing their documents are protected with passwords and expiring links in DocSend. As the Technical Security Manager shared, “My own team and our support teams have been really excited about DocSend and I can only see this continuing to grow as we scale in the future.”