Kustomer wins enterprise deals with SOC 2

The Company

Improving the customer experience

Kustomer is an omni-channel SaaS platform that enables companies to deliver customized support. Kustomer delivers faster, enhanced experiences to your customers with omnichannel messaging, a single customer view, and AI-powered automations.

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The Challenge

Mandatory SOC 2 report

From the start, Kustomer’s approach to customer service had immediate appeal to enterprise companies. But like most startups, Kustomer lacked the compliance reports that these larger prospects asked them to provide. Without compliance reports, Kustomer’s engineering team often needed to fill out security questionnaires, which drained precious engineering hours and slowed down sales cycles.

Kustomer knew they needed a better solution, fast, when their largest deal ground to a halt over a mandatory requirement for a SOC 2 report.

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The Solution

Consolidated evidence for fast audit

Kustomer chose Vanta to build trust in their brand, win their prospects’ business, and ultimately prepare for a SOC 2 audit. They were contractually obligated to be SOC 2 compliant by the end of year and valued Vanta’s prescriptive approach and automation.

Vanta helped Kustomer’s team work backwards from their audit date and set milestones to ensure they’d meet the deadline. Kustomer connected Vanta to their infrastructure and Vanta ran continuous tests on Kustomer’s business systems to generate a prioritized to-do list. Working from the list, the team remediated each gap and implemented technical controls.

Kustomer also took advantage of Vanta’s suite of tools streamlining the non-technical components of a SOC 2. With audit evidence consolidated in one place, a Vanta partner audit firm used Vanta software to gather information for the SOC 2 report - saving Kustomer hours of manual work and screenshots.

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The Impact

Winning sales and improving security

In just a couple months of work, Kustomer achieved a clean SOC 2 Type I report and won the business of their largest enterprise clients.

By continuously monitoring their systems, Kustomer earned a SOC 2 Type II report months later with relative ease – all the while improving their overall security posture.

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