CASE STUDY
ÉTUDE DE CAS
Fin cuts inbound security inquiries by 90% with Vanta
"Rolling out the trust center enabled us to save a lot of time and that enabled us to focus on more strategic work such as, for instance, pursuing new compliance frameworks."
TL;DR
- Challenge: Fin’s lean GRC team was fielding the same compliance questions daily, pulling focus from strategic security work.
- Solution: Fin deployed Vanta's Trust Center to give customers and internal sales teams a self-service hub for compliance documentation.
- ROI: Inbound security inquiries dropped 90%, saving 6+ hours monthly and enabling the team to pursue FedRAMP certification.
The company
AI-first customer service platform trusted by 30,000 businesses
Fin is an AI-first customer service company with a platform that brings together the Intercom helpdesk and Fin, its flagship AI agent, in a single connected system. Founded in 2011, the company has grown to serve 30,000 customers globally and has rebuilt itself around AI as the technology reshaped the industry. As Fin expanded its capabilities and pursued compliance frameworks including SOC 2 and ISO, demonstrating security credibility to customers became a core business requirement.
The challenge
Lean team managing a flood of daily compliance questions
As Fin scaled its AI product and compliance program, its security GRC function—staffed by a single person within a 50-person security team—became a bottleneck. Customers and prospects were reaching out daily through Fin’s own platform to ask the same compliance questions, creating a constant stream of repetitive, low-value work that pulled the team away from higher-priority initiatives.
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What Fin tried first: Fin maintained a static marketing security page to address common compliance questions, but the page fell out of date quickly and couldn't keep pace with the company's expanding framework coverage. As Thibault Candebat, CISO, put it: "The problem with this page is that it got outdated quickly and it was relatively simple... it was not conveying the full breadth of information that we wanted to convey."
Fin’s pivot point: Fin evaluated whether to build a dynamic security page in-house, but recognized that building and maintaining it wasn't a strategic use of their engineering team.
Why Fin chose Vanta: Fin chose Vanta after evaluating competitors and running POCs, with the Trust Center standing out for its depth and customer experience quality. Vanta delivered on Fin’s needs with:
- Real-time visibility into security controls
- A self-service customer experience
- Pricing that wouldn't penalize growth—charging per NDA signed was a non-starter.
The Vanta impact
From reactive inbox management to a self-service trust program
Rollout was straightforward, and the impact was immediate—both externally for customers and internally for the sales team.
Here's how Fin deployed Vanta:
The time Fin reclaimed from repetitive security inquiries is now directed toward strategic initiatives—most notably, pursuing FedRAMP certification. The stakes of losing this infrastructure are concrete: Candebat estimates he would need to hire two additional headcount to absorb the work Vanta now handles. With AI trust becoming a competitive differentiator as Fin scales its AI agent, the Trust Center plays a direct role in bridging the gap between what the technology can do and what customers feel confident adopting.
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