Overview
The successful launch of the Trust Center is highly dependent on its adoption by internal teams (e.g., sales) and external parties (e.g., customers, prospects).
Using the suggested talking points and email templates below can help address adoption hesitancy and convey the importance of a trust center.
Addressing Pushback from Sales Teams
If internal sales teams don't understand how a Trust Center can be used as a sales tool, they may be reluctant to share it, especially if the perception is that this would slow down the sales process. Below are some talking points to address pushback from Sales or internal teams:
Question: If I tell my prospect to go to the Trust Center, it'll slow down the deal.
Response: The Trust Center can often reduce Sales cycles by enabling customers and prospects to self-serve. They can quickly find answers to specific questions, download relevant documentation, and review all the information for their security assessment, without having to rely on Security/Compliance teams.
In addition, sales teams can now proactively share the Trust Center with prospects at the beginning of the selling process, initiating the review process earlier.
Question: Why can't I just email the SOC 2 to my prospect?
Response: The Trust Center is the source of truth for all security information and documentation and is regularly maintained by the organization's Compliance and Security teams. Documentation is frequently updated, and prospects can be confident that the sensitive document they're reviewing is the most recent version by accessing the documents from the Trust Center.
In addition, by accessing the documentation via the Trust Center, the security team has established processes to ensure that users have been vetted and have signed an NDA prior to proceeding.
Question: How will I know if the prospect has started their security review?
Response: With SafeBase's Salesforce (SFDC) integration, activities can be written back to the SFDC account to keep teams informed of where a prospect is in the security process. This information also informs the Sales team which prospects are more serious or further along in the sales cycle.
Question: My customer probably won't be familiar with what a Trust Center is.
Response: The Trust Center is being used by some of the biggest enterprise companies, including LinkedIn, OpenAI, T-Mobile, and Hubspot, and is becoming an industry standard for sharing security and compliance information.
Question: What are some other benefits of sharing the Trust Center?
Response: By sharing the Trust Center proactively and early in the sales process, the organization communicates its strong commitment to transparency and compliance, positioning security as a foundational element of its strategic initiatives.
Email Template
Audience: Sales (and other internal teams) who may push back on directing their customers and prospects to the Trust Center
Email:
Hi [COLLEAGUE NAME],
I understand your prospect is interested in a security assessment. Please direct them to our company's Trust Center [include URL] where they can request access and easily find all the information needed for their security review, including key documents like the SOC 2 Report.
If any additional questions arise after reviewing the Trust Center, our team is happy to assist.
Best regards,
[YOUR NAME, Security team]
Addressing Pushback from Customers
If customers and prospects are unaware of the Trust Center's value, they may request that documentation be sent to them directly instead of using the platform.
Below are some talking points to address pushback from customers or prospects:
It will be faster if you just email me the documentation I requested
The Trust Center is completely self-serve and easy to navigate. Customers and prospects can search, review, and download documentation without having to rely on other teams to provide it in a timely manner.
Question: I don't want to create another login/password to access the documentation
Response: It is not necessary to create an email/password combination to access a Trust Center. Once the organization's security team has granted access, the requestor will receive an email with a magic link that will take them directly into the private Trust Center.
Question: My security team will not be familiar with how to conduct a security review using a Trust Center
Response: Many enterprise customers have adopted a Trust Center to share their security and compliance information; chances are, the security team has already experienced working with another vendor's Trust Center as part of their security assessment.
Question: What other benefits are there to using a Trust Center?
Response: Customers will be able to subscribe to Trust Center Updates, which will keep them informed of any new compliance items or security incidents in real time
Email Template
Audience: Customers who are pushing back on using the Trust Center
Email:
Hi [CUSTOMER NAME],
Our security team has requested that we provide you with our Trust Center before we can proceed with answering your security questionnaire. We believe that this will provide you with all the necessary information you need for your review, including the required documentation that you can securely download. If you have any trouble finding anything or have any questions, please do not hesitate reach out and our team will be happy to assist.
Thank you for choosing us as your partner!
Warm regards,
[YOUR NAME, Sales team]