At LeanTaaS, we’re committed to trust and transparency in everything we do – especially in our offerings to customers.
To continue providing customers and prospects alike with all the information they need to make informed decisions, we just unveiled our new Trust Center. This comprehensive resource is a single destination for iQueue customers and prospects on all matters related to compliance, privacy, safety, and security.
In this Q&A, Director of Security and Compliance Bill Murphy shares how this project came to be and why it’s key to LeanTaaS’ relationship with our customers and prospects.
- Can you tell us more about the Trust Center, and what customers and prospects can find there?
We designed the LeanTaaS Trust Center, powered by Safebase, to give both our current and prospective customers all the knowledge and tools they need to use our iQueue platform confidently and securely. A centralized hub that acts as a one-stop-shop, the Trust Center provides easy, instant access to:
- Compliance and corporate governance documentation
- In-depth privacy overviews and related resources
- Security certifications and detailed security information
- Trust and safety policies, guidelines, and overviews
At any time, our customers and prospects can also subscribe to the Trust Center for updates. Subscribers are informed in a timely way about the latest developments, such as new or updated compliance reports, security bulletins, and policy changes.
- How did this Trust Center come to be? How did your team realize this was a resource LeanTaaS customers and prospects needed?
We’re dedicated to keeping our customers’ trust, and a huge part of that is making sure we address all their questions, concerns, and critical needs. We know our customers and prospects, as health systems, always prioritize the security and privacy of their patients. They rely on us to be fully transparent so they can make informed decisions on how to use our products.
Our existing customers’ InfoSec teams, for instance, often need evidence from us to complete their audits by third parties. Each year, they also need updated SOC2 reports from us as part of their third party risk assessment processes. Using the Trust Center, customers can either directly access these or sign up to receive them automatically, with minimal fuss. Prospects’ InfoSec teams also need a starting place to perform their vendor due diligence security checks, download required reports, and do keyword searches to determine if LeanTaaS should be considered as a vendor for them. The Trust Center provides self-service tools to accomplish this.
On LeanTaaS’ side, our Security and Compliance team noticed that whenever there were reports about attacks or vulnerabilities in the news, we received a lot of questions from customers and prospects. We knew a resource like the Trust Center would let us immediately and efficiently communicate that LeanTaaS wasn’t affected, or that we had addressed the problem before it could impact them.
Recently a security vulnerability hit the news on Friday. By Monday, we used the Trust Center to let our subscribers know that we weren’t at risk from that attack vector.
- At LeanTaaS, we see our customers and prospects as valuable partners. How do you see the Trust Center continuing to foster this mutual relationship?
Our customers, prospects, and team members are using the Trust Center to develop a network together. Through our entire relationship, from initial interest to long-term contract, my team and I can interact with InfoSec folks from prospect and customer health systems. While they leverage the updates they need from us, we can drive conversations about their concerns and mine their insights for future improvements.
Personally, I’m also interested in maintaining strong relationships with my peers and counterparts at our hospitals. I think a direct conduit among security experts, which the Trust Center provides us, will support the strong, clear communication we need to find solutions together. This direct conduit allows me to address our customers’ concerns efficiently without the “translation” issues that can arise when we have to communicate through non-Security personnel. The Trust Center will improve the quality and timeliness of our security collaboration.
- How do you see the Trust Center evolving to continue meeting customer and prospect needs in the future?
Across our organization, we know that every time a customer or prospect asks about security, there are likely dozens of customers who are wondering the same thing but haven’t asked. The Trust Center allows us to set those dozens of minds at ease by proactively posting the questions and our responses.
Hopefully this process will spark a conversation that allows both hospitals and LeanTaaS to shore up our defenses against the newest attack vectors. I don’t care who comes up with the idea that prevents the next attack – I just need one of us to speak up so we can all get to work on defending each side of our relationship.
An example of this is with a recent customer who asked for a change to one of our secure pathways. We had over 180 health systems at the time and none of them expressed concern over our existing practice. But one did, and they had a point. Their suggestion would make us even more secure against future attacks, so we created a control change that benefited all of our health systems. This was all possible because several security experts were able to talk to each other.
Currently the Trust Center is mostly designed around outbound communications from LeanTaaS. But as we develop our network of InfoSec peers, I can see the Trust Center evolving into a communications forum where we can talk and compare notes across health systems. Our customers will ultimately, through their feedback, determine the direction this initiative takes.
The Trust Center is ready to explore today. My hope is that our visitors get what they need to do their jobs, but also take a little extra time to let us know what we can add to make it a more effective tool. I’d invite anyone to subscribe today and watch this space for updates.
LeanTaaS is committed to providing our health system customers, prospects, and partners with a secure, reliable, and transparent experience. Explore our AI-powered iQueue product suite for optimized capacity management and ROI.
