SUMMARY

With data security more important now than ever before, companies need a partner they can trust in the cybersecurity landscape. As a leader in the contact center industry, Mammoth Tech continues to be at the forefront of technology and has embedded data security in their company culture, investing in the most secure solutions to keep data safe and protected.

THE CHALLENGE

In 2007, Mammoth Tech submitted a bid for the U.S. Department of Education contract to perform loan collections and Administrative Resolution activities of the Department of Education (ED) defaulted student loans. The ED contract is extremely prestigious and to be selected, agencies must prove to have the highest quality, security, and performance. Mammoth Tech ranked within the top six agencies, but only the top five were awarded the contract. Upon losing the bid, Mammoth Tech knew that improvements needed to be made. They decided to up the ante in information technology (IT) and security, vigorously planning and preparing their tech to be ready for the next contract opportunity. Mammoth Tech pressed on to obtain both FISMA and PCI compliance and resubmitted for the ED contract. At the end of 2014, Mammoth Tech was awarded the contract, which was scheduled to start in early 2015.  With the opportunity won, Mammoth Tech developed security as a culture and needed to make continuous improvements to prepare for and achieve the company’s long-term growth plans.

WHY MAMMOTH TECH?

The ED contract required top-notch data security and data housing due to the large number of accounts being collected on. At that time, Mammoth Tech was housing all infrastructure and data from their main office in Defiance, Ohio, and feeding it out to their other office locations. In 2015, Mammoth Tech equipment experienced a massive connection error that left the company shut down and unable to access their systems for two full days. This wake-up call got the attention of Mammoth Tech’s IT and leadership teams and planning began to revamp Mammoth Tech’s infrastructure from top to bottom to not only succeed in winning the ED contract, but to successfully expand their services into new industries.

THE SOLUTION

With just three IT employees supporting the entire company, the first step was to expand the IT department. Specialized roles were required such as Help Desk Technicians, Network Engineers, Database Report Writers, Developers, and Project Specialists. Over time, the team grew to become a well-oiled machine of 23 individuals serving a company of 500+ employees in addition to an extensive network of subcontractors and staffing arrangements. As the team was steadily growing, various solutions were compiled and reviewed for the new infrastructure. In early 2018 the IT team pitched their plan to Mammoth Tech leadership requesting a million-dollar investment, something significant for a company of their size at that time, to utilize a Cisco system that would allow nearly limitless scalability and disaster-proof framework for all operations. While the plan seemed excessive on the surface, Mammoth Tech’s leadership team had the forethought to prepare for any circumstance. The investment was approved and in late 2018, Mammoth Tech was fully operating on the Cisco system. This removed all growth barriers for the company, allowing Mammoth Tech to simply add a new chassis with more blades any time additional data housing and storage is needed. Because of this adaptability, Mammoth Tech can establish fully secure remote access anywhere there is a WI-FI connection, creating blended workspaces and opening opportunities to hire talent in any location. With all connections fully encrypted, Mammoth Tech can individualize desktops for different projects giving agents the exact tools and programs they need to successfully work on specific accounts. This allows for flexibility and customization in structure when catering to any clients’ needs.

To push the needle even further, Mammoth Tech took charge in 2019 to refine what their data footprint looked like. Rather than housing critical systems internally and having a high-risk single data center with backup in Defiance, Ohio, the company now has two off-site data centers for recovery and failovers. Mammoth Tech tests its Disaster Recovery Plan annually by shutting down one of its data centers to ensure the team and systems are all functioning correctly. This testing is a best practice and is required for Mammoth Tech’s extensive certifications and contractual obligations. The U.S. Department of Education requires its agencies to be back up and running in 48 hours should a disaster occur leaving agencies without a data center. When the Mammoth Tech team tested their response time in May 2020 by eliminating one of their data centers, they had systems fully back in service and operating out of the alternate data center within 42 minutes.

THE OUTCOME

Mammoth Tech decided to fundamentally change how it approached security. In conjunction with preparing to work contracts at a federal level, the company decided that security – both physical and logical – was going to be a major pillar of the day-to-day operations. This was no small feat for a company of their size at the time, nor was it a small investment. But it has paid immense dividends. The company was required to obtain a Federal Authority to Operate (ATO) to begin work on the U.S. Department of Education contract, but made the decision to take extra steps and simultaneously obtain Payment Card Industry (PCI) certification, ISO 27002 compliance, HIPAA, and Sarbanes-Oxley along with several others. Receiving an ATO was a major milestone for Mammoth Tech. In short, the U.S. government has determined that Mammoth Tech’s IT security and privacy protocols are so thorough that we can be trusted with the mission, image, and reputation of the nation. Mammoth Tech does not just talk security, they live it. Data is safe, secure, and protected. Mammoth Tech dedicates approximately 30% of its overall IT budget to cybersecurity in all its forms, ensuring that they are properly positioned today to keep data safe, and positioned for the changing threat-scape of tomorrow.