Agero
Taking Customer-Centric Cybersecurity Posture

“Cybersecurity is not a checkbox exercise for us,” says Bob Sullivan, chief information officer and CISO of Agero. “We take our role as custodians of our client’s data and handle it with the highest level of commitment.”

For a company that addresses clients’ digital experience needs by meeting the end customers’ cybersecurity expectations, the quote from Sullivan rightly sums up Agero’s cybersecurity posture.

It designs digital and automation solutions to enhance the consumer experience by delivering simplicity, speed and sophistication for optimal efficiency. At the same time, the company ensures the highest level of governance over and protection of the information consumers share through channels such as insurance details and VINs. To achieve this, Agero has developed a holistic, customer-focused cybersecurity program that uses advanced controls to support its mission of handling customer data diligently.

“We understand that privacy protection is now indispensable due to regulatory pressures and growing consumer concerns over increasing breaches,” says Sullivan. “Our team ensures that they collect the data needed to process transactions.”

Product managers minimize access and data sharing to only necessary parties through practices such as our user interface (UI) access, excluding any personally identifiable information (PII) fields, restricting production access to the systems’ pipelines and encrypting all data. Agero also examines data retention practices and processes to delete information when there are no specific regulatory, legal or operational requirements. The combination of these controls ensures the company is increasing client security by eliminating the storage of excess data.

Agero’s sensitive information inventory (SII) considers PII and other client confidential information, helping data owners and stewards map the data storage for implementing appropriate security controls. The client’s team works closely with Agero’s technical and product teams to proactively ensure alignment via video education, shared design documentation and direct meetings. It also examines data retention practices and processes, deleting information when there is no longer a specific regulatory, legal or operational need. The combination of these controls ensures that the company is increasing client security by eliminating excess data storage.

It has implemented technology that scans its SaaS and cloud environments to combat data leakage. By actively verifying data environments, Agero ensures the appropriate level of protection. In addition, it uses tools to monitor semi-privileged (corporate) and privileged (administrator) access to systems in real-time. This allows the company to detect if sensitive data is being moved outside or into unknown locations. Apart from industry-standard protections, such as multi-factor authentication (MFA) and antivirus, Agero has added controls like impossible login detection, ransomware-resistant SaaS backups, and a security operations center (SOC) that operates 24x7x365 and continuously monitors for suspicious activity on the network.

Cybersecurity is not a checkbox exercise for us. We are the custodians of our client’s data and take this role seriously

One of Agero’s automobile manufacturer clients began to deal with cost pressures from their leadership and wanted to explore partnering with a different roadside assistance provider. In doing their due diligence with another provider that would reduce costs, the client found that the competing cybersecurity program could not offer the same level of consumer protection that would meet their standards. The client returned to Agero and renewed their contract. This highlights the company’s commitment to delivering cybersecurity beyond the industry standard. It also emphasizes the importance of clients knowing the right questions to ask security vendors during the RFP process.

As the largest B2B provider of driver assistance services, the company has assisted many large automotive and insurance brands in the U.S. and beyond in a wide range of situations, varying in severity.

For instance, Agero is leading the way in creating a seamless and secure digital experience for EV owners by leveraging cutting-edge technology and a proactive approach to data security. The company provides education and training resources to its network of service providers so they can help any customer experiencing an EV roadside event, delivering the services consumers need when they need them most. Its platform integrates vehicle sensor data, miles driven and vehicle age to provide predictive maintenance alerts, enhancing the customer experience while safeguarding sensitive information. As the industry evolves, Agero’s commitment to innovation ensures that it remains ahead of the curve, providing reliable and secure solutions for the future of mobility.