Accelerating Sales with Security Questionnaire Automation at Scribe

Overview:

Scribe, is a venture-backed SaaS company based in San Francisco, with over 100 enterprise customers, specializing in automating the creation of how-to guides. With a rapidly growing enterprise customer base, Scribe’s Security & Compliance Program Manager, Morgan Nash faced a significant challenge in managing the increasing volume of 2-3 security questionnaires per week, taking up an average of 5-8 hours per questionnaire. To address this challenge, Morgan turned to HyperComply, reducing the time spent on questionnaires to an average of just 24 minutes each.

Background:

Prior to implementing HyperComply, Morgan, operating as a one-woman team, juggled multiple responsibilities including compliance processes, legal, and handling security questionnaires. The exponential growth of the company led to a surge in the number of security questionnaires, overwhelming the existing manual processes.

Challenges:

1. Volume Overload: Scribe experienced a surge in leads and consequently, an influx of security questionnaires, straining resources and impacting productivity.

2. Manual Tracking: Initially, Scribe relied on manual tracking using spreadsheets and email, which became unsustainable as the workload increased.

3. Extended Sales Cycles: With limited internal resources, Morgan struggled to balance the increased volume of security questionnaires while maintaining her own strategic initiatives, leading to an extended sales cycle.

Solution:

Scribe adopted HyperComply to streamline its security questionnaire response process. The decision to choose HyperComply over alternatives was driven by factors such as cost-effectiveness, faster turnaround time, unlimited seats and positive reviews from other startups. HyperComply offered a self-import tool and full-service options, providing flexibility based on the urgency and complexity of each questionnaire.

"Giving our sales reps access to our HyperComply knowledge base has helped remove a ton of friction. They’re able to self-service many of their own customer questions now because of HyperComply and that’s been a huge relief."

Implementation:

With a substantial number of security questionnaires coming in, Morgan had a sense of urgency when it came to implementing HyperComply into the workflow at Scribe. Scribe was completely onboarded and ready to go within 3 days of purchasing HyperComply and processed 6 questionnaires within their first week. Significant improvements were observed:

1. Efficiency Gains: HyperComply relieved Morgan and the sales team from the tedious task of manually tracking and completing security questionnaires, alleviating the strain of prolonged sales cycles.

2. Time Savings: The one-day SLA (Service Level Agreement) for questionnaire submissions and accurate self-import tool reduced the time spent on questionnaire completion by up to 30%, equivalent to at least 2-3 hours per day.

3. Improved Collaboration: HyperComply facilitated seamless collaboration across teams, particularly Engineering, to clarify technical questions within the questionnaires.

"With us receiving such an incredibly high volume of questionnaires, we pretty much want everything back to customers in a 2-4 day SLA. HyperComply’s full-service and self-import options help expedite the process, allowing us to run multiple questionnaires in tandem."

Impact:

The adoption of HyperComply has made a transformative impact on Scribe's operations:

1. Reduced Chaos: The streamlined process eliminates chaos and confusion created by lengthy security questionnaires, enhancing overall team productivity and morale.

2. Enhanced Compliance: With more time available, Morgan is now able to allocate time to focus on strategic initiatives such as audit preparation and compliance enhancements.

3. Improved Customer Experience: Faster response times and accurate completion of security questionnaires contribute to a smoother sales cycle, improved customer satisfaction and has helped build trust.

"When we’d receive 300-question questionnaires, it would be an entire day of work. Having HyperComply do the first pass is a huge time-saver and weight off my shoulders."

Conclusion:

By leveraging HyperComply, Scribe has successfully addressed the challenges associated with managing security questionnaires, shortening their sales cycle, and enhancing their compliance posture. 

The partnership with HyperComply also contributes to a more productive work environment, ultimately supporting Scribe's growth trajectory and commitment to customer satisfaction.