How Proof automates its Customer Trust Program with Conveyor

Challenge

Siloed, manual security review workflows stalled trust-building

As an identity authorization company that secures over a million transactions a year, Proof puts trust at the center of its value proposition. That makes every security review and request for information more than just a customer validation of its offering. Prospects are verifying whether Proof actually practices what it preaches.

But the fragmented, manual processes Proof used to prove trust made it difficult to deliver at the speed enterprise prospects expect. As Customer Trust Services Lead, Chelsea Rutter always delivered deal-critical documentation to the sales team. However, two persistent operational challenges slowed her process:

1. The trust center couldn’t resolve routine buyer questions. The trust center offered by one of the big GRC platforms provided plenty of self-serve security and compliance resources. But answers to routine questions got buried in lengthy documents, so prospects couldn’t easily find what they needed and would submit formal questionnaires instead. Chelsea knew this was an opportunity to give buyers a better self-service experience and, in turn, reduce her own workload.

2. Security questionnaires were manual and research-heavy. Because prospects phrased questions in wildly different ways, blanket copy-paste from past questionnaires wasn’t reliable. To craft customized answers, Chelsea had to dig through outdated spreadsheets, hunt through Confluence, and then go back and forth with SMEs to validate everything. Each questionnaire would divert SMEs from their day-to-day responsibilities and take Chelsea up to five days to complete.

“When it comes to due diligence or security reviews, the topics are generally consistent across organizations, but the way they phrase the questions is very nuanced.”

After watching these workflows drain multiple teams’ resources and bottleneck otherwise smooth sales cycles, Chelsea decided to overhaul Proof’s whole approach. And with the company’s booming sales pipeline threatening to add even more reviews to her plate, she needed a way to absorb that volume without adding headcount.

Chelsea knew the situation called for a new customer trust platform. One that consolidated the entire customer trust process, pulled from a single knowledge library, and automatically generated answers for questionnaires and customer-facing questions.

Chelsea vetted several solutions, but few could back up their promises of automation with true accuracy. Then she evaluated Conveyor’s AI-native platform, and her concerns disappeared. Seeing its AI spin up accurate answers to complex questions during the pilot was all the confirmation Chelsea needed.

“We had a point solution for our trust center, but the rest of the security review process was super manual. If we didn’t optimize the full workflow, we were going to hit a ceiling on our review capacity.”

Solution

Questionnaire automation and a customer-facing trust center in one AI-native platform

During a guided onboarding, the Conveyor team built deep integrations with Confluence and Salesforce. With these core data sources in place, the team then showed Chelsea how to create a knowledge library of Q&A pairs to power the AI’s answers. At every step, Conveyor stood by, responding to Chelsea’s Slack questions, acting on feedback, and advising on best practices.

This foundation enabled Chelsea to expand Conveyor’s role across Proof’s trust workflows, while giving her clearer visibility into the results:

1. A more self-service trust center. Within weeks of go-live, the trust center began offering prospects self-service access to everything from SOC 2 reports to answers about how Proof handles sensitive data. To access this resource, prospects simply have to log in and agree to an NDA. This user-friendly process quickly built enough trust that, since launch, several prospects have given their security approval without even reaching out to Chelsea.

2. AI-assisted security questionnaire responses. After the successful trust center implementation, Chelsea began using Conveyor to streamline questionnaires. Once the questions are received, Conveyor’s AI drafts thoughtful, systematic responses to prospects’ concerns, citing its sources along the way. From there, Chelsea only has to make a few, primarily tonal, adjustments in the platform’s intuitive editing interface before sending the completed questionnaire back or looping in an SME.

But with Conveyor’s 70% accuracy, Chelsea doesn’t need nearly as many gut checks from SMEs, who now have more time for their own work. As for Chelsea herself, she can produce a quality draft in hours instead of days.

“Conveyor was knocking questionnaire first drafts out of the park from day one.”

3. Clearer visibility into workflow performance. While Chelsea can feel the difference in her daily workload, she also measures the transformation in Conveyor’s dashboard. She tracks any reduction in days to complete questionnaires or increases in accuracy rates, as well as the growing number of prospects skipping formal reviews entirely.

And the impact runs deeper than efficiency. With Conveyor enhancing the entire security review workflow, Chelsea gets essential documentation to the sales team sooner. These faster turnarounds make it easier for sales to build the genuine partner trust that converts early interest into closed deals.

“Even though Conveyor’s AI automates so much, trust is still baked into every answer it provides. Having such an accurate AI solution to lean on saves us days and days of valuable time.”

Results

Proof slashes time spent on questionnaire first drafts by 95%

With Conveyor, Proof consolidated its scattered, manual security review process into a streamlined customer trust motion. Now, the company accelerates deal cycles and saves multiple teams valuable time, all without adding headcount.

The outcomes:

• 95% reduction in time spent on questionnaire first drafts
• 70% AI accuracy on the first pass

Chelsea is now expanding her use of Conveyor across the company. Her top priority is growing the Trust Center’s Q&A bank to empower prospects to self-serve on even more questions. She’s also eager to dig deeper into the browser extension, so she can respond to questionnaires in customers’ own portals without relinquishing access to the knowledge library or AI capabilities.