How Zapier cut security questionnaire time by 75% with Conveyor

About

Zapier serves 3.4 million businesses globally through 8,000+ integrations, including enterprise customers like Calendly, Zendesk, Lyft, and Dropbox.

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Challenge

Processing more Enterprise security reviews without adding headcount

As Zapier shifted upmarket toward enterprise customers, proving security became the barrier to every deal. Enterprise buyers demanded detailed security questionnaires, compliance certifications, and instant access to trust documentation before signing any contract.

At the center of this work is Annie Stankiewicz. She is a part of a three-person GRC team responsible for customer trust, access management, internal audit, vendor management, and security awareness. A small but mighty team for a customer base of 3.4 million.

More enterprise customers meant complex security reviews became the standard for nearly every deal. Buyers expected detailed questionnaires, compliance certifications, and easy access to trust documentation before signing.

When prospects submitted formal security questionnaires, Zapier’s Solutions Architect team pulled together available answers from internal Slack threads and existing documentation. These SAs brought deep product expertise rather than security specialization. So for more complex or sensitive topics, they regularly turned to the larger security team’s high-traffic Slack channel.

Annie’s team was expected to monitor and quickly respond to this high-priority sales need. With 90% of security questions requiring a security team member, their attention was often diverted from more strategic work: SOC 2 expansions, industry-specific certifications, and proactive security content.

“We were spending 50 to 60% of our time working on questionnaires and one-off security questions,” Annie says. “Now it’s 10 to 15%.”

As part of larger questionnaires or as one-off requests, GRC would share security documentation through PDFs stored in shared folders. Modernizing this ad hoc system into a more structured, monitored experience was a clear opportunity to strengthen buyer trust.

Ultimately, the team could handle about five questionnaires per month. Just five. For a company serving millions of businesses and moving upmarket, leadership understood that increasing this capacity was key to unlocking Zapier’s next stage of growth.

Without fixing this, Zapier couldn’t pursue SOC 2 expansions, industry-specific certifications, or proactive security content. They couldn’t build the trust foundation that enterprise buyers require. Revenue growth stalled at the security review stage.

The company faced a choice: hire more security headcount or figure out a way to radically change how they process security reviews. For an organization focused on automation and AI, the path forward was obvious.

On a trusted recommendation from a coworker, Annie started a trial of Conveyor alongside another leading option. Conveyor’s AI-powered questionnaire automation and flexible integrations aligned closely with Zapier’s technical requirements. But what sealed the deal was the experienced, responsive support they received throughout the trial. Zapier was looking for a true partnership, and that’s what they found in Conveyor.

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“Security questionnaires are a requirement for enterprise customers. We wanted to move into that market, but weren’t confident with the process we had in place.”

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Solution

AI-powered security questionnaire automation and self-serve trust center multiply capacity

Implementation moved quickly, and the entire onboarding process took less than 30 days from kickoff to public launch. When Zapier needed a specific webhook integration to support their CRM workflow, Conveyor delivered it in one month, exceeding expectations.

The transformation unfolded across Zapier’s entire security workflow.

Self-serve trust center replaces manual PDF distribution

Zapier launched an AI-powered trust center through Conveyor, replacing the PDF folder system. In the first week alone, the trust center logged over 100 document views. This new self-service, automated home ensures customers can access compliance documentation directly, eliminating manual tracking and email-based document distribution.

Since launch, security documents have been downloaded over 5,000 times, demonstrating sustained adoption across Zapier’s customer base.

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‍AI handles 90% of questionnaire completion with zero edits

With Conveyor, Zapier now leverages its internal team’s expertise more strategically. Solutions Architects self-serve instead of just tossing questions to security in Slack. SAs upload customer requests to Conveyor; its AI generates initial answers, and Annie’s GRC team is tagged in via Slack when human review is needed. Now, only 20% of security questions require a security team member, down from 90% before Conveyor. This shifts Annie’s team from doers to reviewers.

Central to this workflow is the knowledge library, connected to 434 knowledge base items and 2,675 past answers and maintained by Conveyor’s AI. The AI learns from each response and correction to expand the library and improve accuracy.

“We don’t need to come in and review everything anymore,” Annie explains, as Conveyor achieved 90% perfect first-pass answer rates in its first year. The platform also handles questionnaires of all formats, including Word documents, Excel spreadsheets, and PDFs.

Portal-based responses

Many of Zapier’s enterprise customers require security responses in their security portal. This disrupted the AI-powered workflow Annie had built. But using Conveyor’s browser extension, they can quickly complete any portal-based questionnaire with one click, eliminating manual field-by-field entry.

Slack integration supports one-off questions across teams

Conveyor’s Slack integration streamlines Annie’s process for handling one-off security questions. She queries Conveyor directly, and the AI’s answers cite documents and indicate confidence levels (how certain the system is about each answer).

If the AI lacks sufficient information to answer confidently, it prompts team members for additional context to enrich the knowledge library. “It’s comforting knowing that the AI isn’t going to give me an answer that doesn’t make sense,” Annie says.

Reports and analytics inform security strategy

Conveyor’s team provides regular accuracy reports showing AI performance improvements over time, giving Annie concrete data to demonstrate ROI internally.

Conveyor also provides question analytics, which Annie relies on to build proactive resources for the trust center. By addressing concerns before they become questionnaire requests, Annie transforms security from reactive to strategic.

Quarterly meetings with Conveyor’s team keep this momentum going. They review metrics, discuss product roadmap, and collaborate on improvements. This partnership approach helps Annie stay ahead of Zapier’s evolving security needs rather than constantly catching up.

Together, these capabilities turn Zapier’s manual, capacity-constrained process into a scalable, data-driven engine for earning and maintaining customer trust.

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“It’s been a true partnership. As this industry constantly changes and moves forward, having a vendor like Conveyor that shares the same mindset makes all the difference.”

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Results

Zapier triples questionnaire capacity with Conveyor’s AI automation

Zapier’s manual processes no longer constrain capacity or enterprise ambitions. Without hiring additional security staff, Annie’s team serves enterprise customers while advancing strategic initiatives that build long-term trust.

The transformation is measurable:

• Only 20% of security questions require a security team member, down from 90% before Conveyor
• 75% reduction in time spent on security questionnaires
• 3x increase in questionnaire capacity

Looking ahead, Zapier plans to integrate Conveyor with HubSpot to track how security review efficiency influences deal velocity and win rates. Annie is also focused on automating more of the GRC function itself, building an AI agent to support vendor management and expanding AI-powered content creation.

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