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Case Study

Agero Strengthens Phishing Readiness and Security Engagement With Right-Hand

Industry
Driver Assistance Services
Founded
1972
Headquarters
Medford, Massachusetts
Employees
9,000+
About the Company

Driver Assistance at Scale

Agero is a driver assistance company serving automotive, insurance, and mobility organizations through roadside assistance, accident management, consumer affairs, and digital dispatch solutions. Operating at significant scale across North America, Agero supports millions of drivers each year through a combination of software, operational expertise, and human support.

For the security team, that operating model creates a practical challenge: employees need to recognize suspicious emails quickly and consistently in an environment where speed matters and attackers continue to get more convincing.

The Challenge

Building Better Security Habits

Sandeep Jala, responsible for IT Security at Agero, focuses on strengthening the organization's security posture across areas including email security, endpoint security, and related controls.

Before Right-Hand, Agero did not have a dedicated platform for regularly training employees and contact center teams to identify phishing emails, recognize indicators of compromise, and build stronger day-to-day security habits.

The goal was not simply to run occasional awareness exercises. The team needed a structured way to build employee judgment over time and make phishing awareness part of how people worked.

As Sandeep explains, the broader challenge is a familiar one for any security team: identifying weaknesses and hardening them before attackers can take advantage.

"For emails, it's obviously individuals, people that see malicious emails, but don't recognize it. And then they act on it, submit data."

Sandeep Jala, IT Security, Agero
To summarize Agero's core challenges:
01Helping employees recognize malicious emails before acting on them
02Building consistent phishing awareness across employees and contact center teams
03Creating a structured program instead of occasional awareness exercises
04Strengthening employee judgment over time, not just testing one-off reactions
05Reducing the risk of users submitting data after interacting with suspicious messages
The Solution

Flexible Training for Real-World Risk

Agero selected Right-Hand as its first dedicated security awareness platform.

One of the biggest factors behind that decision was flexibility. The team wanted access to a strong and growing phishing library, along with the ability to tailor campaigns to current themes and organizational context.

The team also saw value in Right-Hand's EQA capabilities, which gave security additional control in handling malicious emails instead of depending entirely on another internal team to pull messages back.

Implementation was straightforward, with clear documentation and a manageable onboarding process. As the program matured, the team also strengthened its own testing process to account for configuration and email delivery changes outside the platform itself.

That foundation made it possible to move from having no formal platform to running a more consistent awareness program across the business.

"You seem to have a lot of capabilities with creating custom phishing campaigns. You already had your own and you constantly develop more."

Sandeep Jala, IT Security, Agero
Operational Impact

Stronger Detection, More Conversation

Since launching the program, Agero has seen measurable progress in how employees respond to phishing. According to Sandeep, the improvement is visible both in the numbers and in everyday behavior.

"Since we've had Right-Hand, we've consistently seen people get better, and we've seen in the numbers people are getting better at catching these."

Sandeep Jala, IT Security, Agero

Just as importantly, the program helped create a network effect inside the organization. Employees began talking more with one another about suspicious emails and seeking second opinions before acting.

"We've noticed that internally, people are speaking more with each other about catching phishing emails."

Sandeep Jala, IT Security, Agero

That shift matters because it shows awareness becoming part of the organization's working culture rather than remaining a one-way training exercise.

One especially useful example came from a phishing campaign themed around Claude AI. Because many employees were already interested in AI tools, the campaign felt timely and believable. It also helped employees see how excitement and urgency can make even smart users more vulnerable.

As Sandeep noted, when people want access to something badly enough, they can miss obvious red flags. That made the campaign both relevant and memorable.

What's Next

Moving Toward Real-Time Nudges

With the core awareness program in place, Agero is now looking beyond scheduled campaigns. The next area of focus is Human Risk Management nudges that react to user behavior in real time.

Instead of relying only on periodic awareness messages, the team wants to trigger contextual Slack notifications when employees take actions that may introduce risk. That would make awareness more immediate and behavioral — not just something employees review during a campaign, but something that helps shape decisions as they work.

In Sandeep's view, that is the natural next step for the program: helping employees become more active and informed in their day-to-day security choices.

Why Right-Hand
Flexibility and Support

For Agero, the value of Right-Hand came from both the platform and the support behind it. Sandeep highlighted the importance of having a responsive team available when issues arise, whether around phishing campaigns, configuration questions, or ongoing platform use.

In Sandeep's Words
A more engaged security effort

That combination of usable tooling, flexible campaign design, and strong support helped Agero launch its first dedicated awareness program and turn it into a more engaged, more effective security effort.

"Having that in-person contact definitely helps a lot."

Sandeep Jala, IT Security, Agero
About
Right-Hand Cybersecurity

Right-Hand Cybersecurity is a Human Risk Management organization helping businesses reduce human-related cyber risk through security awareness, phishing simulations, deepfake vishing simulations, and behavior-driven training. By combining modern awareness programs, realistic simulations, and contextual interventions, Right-Hand helps organizations move beyond one-off training and build measurable improvements in workforce resilience.

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