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Trust Center Adoption - Process Changes

Suggestions for teams to help with the Trust Center launch

Ashley Hyman avatar
Written by Ashley Hyman
Updated over 8 months ago

Overview

SafeBase recommends cross-functional collaboration to ensure a successful Trust Center launch. Below are key teams and their roles in supporting the launch.

Marketing

Marketing plays a critical role in promoting trust and transparency. This team can announce the Trust Center launch across multiple channels to maximize visibility and reinforce brand credibility.

Marketing support may include:

  • LinkedIn Post: Announce the launch of the Trust Center on the company's LinkedIn profile. Templates are available here.

  • Website: Feature the Trust Center on the organization's website. Examples include newsroom/press pages, header and footer links, an "About Us" or "Trust & Security" page, a resource or documentation hub, and product/feature pages.

  • Blog Post: Write a blog post announcing the launch of the Trust Center, emphasizing the organization's importance of transparency.

  • Internal Comms: Draft templates to help communicate the launch of the Trust Center with internal teams.

Customer-Facing Teams

(Sales/Customer Success/Sales Engineers/Solutions Engineers/Support)

Early involvement from the sales team is essential to reduce risk assessments and streamline processes. Sales serve as the first line of defense. Customer-facing teams—including Customer Success Managers and others who regularly engage with customers—should be equipped to speak confidently about the Trust Center. These teams will frequently reference the Trust Center, whether for quick questions or formal reviews. Highlighting benefits such as faster deal cycles, increased buyer confidence, and improved customer experience can drive engagement.

Ways to engage customer-facing teams include:

  • Enablement: Train the team on Trust Center contents, access request flow, how it supports conversations with customers and prospects, and best practices for sharing it. Additional resources can be found here. SafeBase Enterprise customers can also leverage their CSM to schedule live trainings.

  • Connect: Join regularly scheduled team meetings to help share any changes to the Trust Center and answer questions from new team members. Participate in annual/quarterly Sales Team Kickoffs to refresh the Sales team on the process.

  • Champion: Identify a leadership team champion to advocate for the Trust Center, provide visibility into sales initiatives, and flag upcoming large renewals.

  • Slack: Add a SafeBase help channel where the team can ask questions, and pin important resources. Considering adding the SafeBase Bot for Slack so the team can query the Knowledge Base to answer one-off questions.

  • Existing Customers: Have CSMs/Account Managers proactively reach out to customers to share the Trust Center and reiterate the organization's commitment to transparency. Templates can be found here.

  • Documentation: Make it easy for teams to reference internal workflows and processes. Add an internal wiki or FAQ page with instructions and important information. Templates can be found here.

Legal/Privacy

Alignment with the Legal/Privacy team is essential for a successful Trust Center rollout. Below are key ways to collaborate effectively with this team:

  • Thresholds: Legal teams often establish thresholds for accepting contract redlines, which can serve as a model for setting limits on responding to security questionnaires. If no threshold exists, collaborate with legal to define clear guidelines.

  • Privacy/Legal Card: Legal may have content to contribute to the Trust Center. Ensure the team is informed about available sections and capabilities.

  • RFPs: To streamline the process, expand the Knowledge Base to include responses to RFP questions beyond security. Teams can use the Slack Knowledge Base search functionality to get real-time answers. Learn more here.

  • NDAs: Establish a clear process for storing executed NDAs, as access requests will now come through the Trust Center. Align internally on whether NDAs will be stored within existing systems or in SafeBase.

Related Articles
Trust Center - Access Requests Overview
Customer Engagement - Rollout Toolkit
LinkedIn Templates for Announcing your Trust Center
Trust Center - Onboarding Checklist
Trust Center - Trust Library Search
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