Retail insights and ecommerce mystery shopper platform Humii combines cutting-edge technology with real human analysis to help brands deliver a superior online shopping experience. When Humii needed a secure way to send sensitive files with investors, they started using DocSend to store, control, and track documents.

They found it so effective that they expanded their use, leveraging DocSend for day-to-day business operations, like sharing confidential reports with customers.

The challenge

When Humii started raising capital, they faced the same challenge as many startups – the company needed a way to share sensitive investor documents. Email wasn’t secure enough, and Google Drive didn’t look professional. The Humii team needed a solution that could control access to investor material, so that no one could download sensitive files and potentially send them to unsecure, external third-parties.

It's been a real game changer for us, moving away from sharing files via email and Google Drive. The ability to track clearly who accessed which files and how engaged they are with each of them has improved our end-to-end fundraising process .

Andy Evans

Co-Founder, Humii

The solution

Humii started using DocSend’s virtual data room to control access to all investor documents, including sensitive financial information that shouldn’t be shared freely. After seeing success with investors, the team at Humii expanded DocSend’s capabilities to include secure file sharing with prospects and customers, from pre-sales documents to crucial data reports.

Controlling investor materials in DocSend’s virtual data room

When creating a personalized virtual data room to create a unique experience for each venture capital firm, Andy can easily pull in all his investor documents from his desktop or external storage provider, and protect them with a one-click non-disclosure agreement (NDA). DocSend makes securely sharing documents easy for business owners like Andy, who can easily have investors sign an NDA before accessing material through Humii’s custom data room. DocSend’s document analytics gave Andy valuable insight into which content investors were engaging with most.

This data enabled him to have more compelling client conversations and tailor his follow-up calls accordingly. With DocSend, Andy was able to protect investor memorandums and glean valuable insights, like the fact that investors were engaging most with the company’s financials.

The virtual data room is a great way to control access, so that people can't just download a document and send it out to thousands of people. We can clearly see who has access, which is incredibly useful.

Andy Evans

Co-Founder, Humii

Narrowing down the sales funnel with DocSend’s engagement metrics

With DocSend, Humii has improved their sales process with dedicated client portals for each prospect. When that prospect becomes a customer, they continue to access all files going forward within the same client portal — a seamless onboarding process. “It was really a frictionless evolution for our customers,” Andy shared. He went on, “When we first pitch to a customer, we share details in their client portal on how our reports can improve their businesses, as well as information on pricing. Once they become a client, they can access all of their information in the same portal.”

When sales teams send out pricing information and explainer decks to prospects, they can see which parts of a document the prospect has engaged with the most.

Seeing when people are browsing through the document means you know they skimmed the data before you’re sitting in front of them. You know they have some context, which tells you what leads care about before your meeting even starts.

Andy Evans

Co-Founder, Humii

Protecting sensitive information in DocSend’s client portals

As part of their service to customers, Humii sends performance reports that contain sensitive information about each brand’s online shopping experience. Every report contains a score for each stage of the customer lifecycle and recommendations for improvement.

Humii has set up client portals for each customer, so that all reports are secure and centralized. When a customer wants to compare previous performance reports with a current one, all documents are easy to find in one centralized access point. With DocSend data rooms, there’s no risk that customer reports will get into the wrong hands.

If your business isn’t performing well, that’s not something you want your competitors to know. At a previous company, I've seen that type of thing go horribly wrong with getting the wrong data sent to the wrong customer, and DocSend prevents that from happening.

Andy Evans

Co-Founder, Humii

The post Humii locks down sensitive investor and customer documents with DocSend appeared first on DocSend.

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. 

DocSend’s robust document tracking and analytics provides more visibility and flexibility beyond just sharing a link on Google Drive.

Technical Security Manager

Customer Engagement Technology Platform

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.

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.

Technical Security Manager

Customer Engagement Technology Platform

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.

Technical Security Manager

Customer Engagement Technology Platform

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.”

The post A leading B2B technology company collects policy agreements with DocSend’s multi-party eSignature appeared first on DocSend.

Educating brands with plentiful, diverse content

“As a marketing and sales organization, we engage with brands to teach them how Gen-Z behaves as a demographic, and ways to attract them as customers,” begins Matthew Mortimer, Head of Demand Generation at Student Beans. “Content is very important to this education process.”

Top-of-funnel content, such as a guide to Gen Z, is used by sales and marketing alike to identify warm leads. Student Beans also utilizes later stage content such as case studies, media packs, and rate cards during the decision stage. There is a lot of effort put into content creation so it is critical for them to understand what is resonating and what isn’t. That is where DocSend comes in.

Building a data-focused culture with document analytics

“Understanding what content works for our target audiences gives our sales team a competitive edge,” comments Matthew. “Prior to DocSend, we distributed emails with attachments, assuming our audience wanted to hear what we had to say. Now, we take learnings from DocSend along with other tools which has enabled us to engage with prospects and customers more deeply.”

“As a sales and marketing team, we spend a lot of time looking at DocSend analytics so we can understand which topics are most relevant to certain brands or markets,” says Matthew. “It’s embedded into our business. Whether DocSend is used to help identify a warm lead by knowing someone is reading a guide or to speed up a deal by using page by page analytics of our rate card, it allows us to be more strategic in our sales and marketing efforts.”

These learnings are then shared across the entire company. “We have a weekly dialogue with the sales team to go through what content is working and what’s not,” Matthew says. “Our sales teams operate across U.S., UK and Europe, and APAC, and we want everyone to see and learn from DocSend performance insights.”

DocSend’s granularity of document analytics allows our sales team to be more strategic and proactive. It also provides our content and creative teams with aggregate insight into consumption so they can produce higher quality content.

Matthew Mortimer

Head of Demand Generation, Student Beans

Putting insights—big and small—into action

The marketing team regularly reviews DocSend analytics to gather feedback on content consumption and implement that into both the writing and design of future content. Matthew continues, “We use these learnings, along with client feedback, to update our collateral. DocSend tells us when our content is top notch or when it needs improvement.”

Even smaller insights, Matthew shares, can lead to big improvements, noting an enhancement they made to their rate cards, thanks to DocSend. Initially, rate cards included pricing across all territories in an effort to accommodate global prospects. However, they learned this created some confusion. By using DocSend data of rate card consumption, they instead opted to split rate cards per territory for pricing that better reflected what they were selling and to whom.

Prospects were confused by the level of detail shared on our original rate card. By utilizing DocSend analytics, we were able to make data-driven improvements to our rate card. This shift has notably affected our selling and closing strategy.

Matthew Mortimer

Head of Demand Generation, Student Beans

“We also use DocSend as a key part of our onboarding and implementation process,” he continues. “When we onboard a new brand partner, we share documents through a DocSend Space. This makes it easy for a customer to consume our instructions, and we’re able to track whether they are opening, reviewing, and following the different guides to get up and running on our website.”

Reflecting back while looking forward to the future

Looking ahead, Matthew shares that the Student Beans team is focused on extracting even more value by integrating Salesforce and DocSend.

“When we initially implemented DocSend, we had two instances: one for our sister company and one for Student Beans,” he mentions. “With the help of the DocSend team, we migrated them together for greater performance insights. Bringing Salesforce into this picture will provide even deeper insights into prospect and customer interest.”

Having worked closely with their DocSend account manager for several years, Matthew enjoys knowing he has a knowledgeable, collaborative team to rely on for guidance. The feedback and communication loop between the Student Beans and DocSend teams has remained closely aligned. “A while back, we shared feedback about an enhancement idea for the platform,” Matthew shares. “At the time, we assumed it’d be written down on a piece of paper and didn’t expect to hear about it again.”

“A few months ago, our account manager emailed us to let us know the enhancement we asked for was being rolled out in the next release,” Matthew remarks. “Listening to customer’s suggestions and taking action—you don’t always see this in tech.”

The post Student Beans’ GTM teams utilizes DocSend analytics to the improve customer experience appeared first on DocSend.

Contentstack caters to enterprise-level customers and use-cases and as part of their onboarding, they share helpful resources with their customers. Prior to DocSend, Contentstack’s internal collateral was disparately managed, and coordination had to be carried out manually.

Additionally, there was a strong desire to better manage version control and collect user engagement insights, so Contentstack could understand which version of a particular asset was being accessed and what resulting viewer engagement looked like.

Contentstack needed a scalable solution that could manage customer-facing documents, improve version control, and collect customer engagement insights. It was also important that these centralized, customized repositories (or treasuries, as Contenstack calls them) seamlessly carried the Contenstack branded look and feel throughout the platform.

Enter DocSend Spaces

DocSend Spaces dramatically improved Contentstack’s post-sales engagement processes by providing a centralized way to manage external-facing support collateral, while also providing them with insights into how customers were using their materials. Additionally, DocSend’s seamless, custom-branded viewing experience allowed them to better showcase the value and experience of the Contentstack Content Experience Platform to their customers.

DocSend Spaces allows each of our customers to access resources within their own password-protected, white-labeled private treasury in the Contentstack platform.

Steven Russell

Manager of Customer Experience, Contentstack

DocSend Allows Contentstack to Keep All Data Central

An important contribution to customer engagement is being able to show that Contentstack keeps all customer data central and nested within a given customer’s Space. These Spaces act as a single source of truth for customers and are integrated into their Contentstack workflow, enriching the value and experience for Contentstack’s clientele. As Contentstack prioritizes the customer journey, it’s particularly beneficial to offer customers a way to securely access, and track all their content on one platform.

“An incredibly valuable component of DocSend is housing all data centrally,” says Russell. “With our enterprise-level customers, that benefit is an important aspect of our customer engagement strategy.”

DocSend Solves the Version Control Problem

Contentstack conducts business reviews with customers. At the conclusion of a business review, there are often additional notes that need to be added to the deck. Instead of sharing a new, updated deck and making their customers manage multiple versions, Contentstack simply updates the original link with the updated information. It’s a seamless experience and a professional touch the customer appreciates.

“When I finish a Contentstack demonstration with a customer, there are often notes specific to their Space that I need to add to the deck,” says Russell. “With DocSend, I can upload the revised presentation within their DocSend Space, and I don’t have to send a new link to the customer. The link is automatically updated.”

From improving the post-sale engagement process through analytics to enabling a personalized, central location for each client’s collateral, to solving version-control issues, DocSend has become an instrumental part of scaling Contentstack.

“At Contentstack, we prioritize the customer journey,” says Russell. “DocSend enriches that experience because we’re not asking customers to wade through numerous systems. They use Contentstack and we use DocSend, which is seamlessly integrated. It keeps everything simple and straightforward for everyone.”

For Contentstack and its customers, the insights and efficiencies from DocSend not only makes for a better end-user experience but also helps the Constentstack team succeed across the board.

The post DocSend Supercharges Contentstack’s Customer Engagement appeared first on DocSend.