ServiceTitan brings visibility to their security program with SafeBase

The Need for a Centralized, Transparent Way to Share Security Information both Internally and Externally

The first time that I heard about SafeBase was actually with a third-party vendor that I had who was using SafeBase. I actually told our contact, “Hey, give your kudos to your CISO,” because they really did a good job organizing things, making it really easy to access and get information anytime that I want. Turns out that this person or this company was using SafeBase. I'm Cassi Goet, and I'm the CISO for a company called ServiceTitan. Our mission is to serve the trades as best as we can with all the tools that they need in order to do the jobs at people's homes. ServiceTitan has a culture of innovation. The trades have not been properly served with technology historically, and we're the ones who actually come to the trades and bring a lot of the innovation so that they can serve their customers better. And that's where security begins: to make sure that the availability is there and the information of all the homeowners who actually are served by the trades is stored securely. Before we started working with SafeBase, there was a lot of repetition—a lot of repetition to our customers as well—about what we do, how we do things, and sometimes confusion internally on who to go to, what to do, what to respond.

Single Source of Truth, Increasing Security Program Visibility and Accessibility

Once we implemented SafeBase, then there was a single source of truth that people could go to, both internally and externally, in order to get this information. Security for ServiceTitan is one of the top initiatives. It's something that is absolutely needed. If the offering that we have stops working, then all the work for the trades also stops. In order to gain trust, you have to show some level of transparency to customers. We try to make SafeBase the source of truth. Our main goal is to get something that is invisible—which is a security program—and make it very visible and noticeable. We already had all the information, but it was just spread across different systems. It was really nice to be able to consolidate that in one place where everybody could have access.

“Once we implemented SafeBase, then there was a single source of truth that people could go to, both internally and externally, in order to get this information.”

Cassi GoetCISO, ServiceTitan

Improved Team Efficiency, Accelerated Sales, and Built Greater Customer Trust Through Proactive Transparency

One of the things that surprised me about the use of SafeBase was actually how much people use it internally to do their jobs. Whenever there are questions that come to our Customer Success Managers, they actually go to SafeBase to get answers. We have SafeBase on our site for our salespeople. It really helps them to sell things faster. The fact that we had the external portal also made our internal people more efficient in order to respond to everyday questions. Offering this information upfront makes a big difference in order for customers to trust in what we do and how we’re doing things. You know that there’s a security team who is actually looking ahead and has all those questions already answered and waiting for them. Because security is a lot of times invisible, the fact that we have this information visible and accessible for them anytime—that's a big thing for the customer.

“We have SafeBase on our site for our salespeople. It really helps them to sell things faster.”

Cassi GoetCISO, ServiceTitan