Introducing Our New Customer Experience (CX) Department

A Stronger, More Supportive Partnership 

At Deckard Technologies, we know our clients are not just using software. You run essential public programs that support your communities. Whether you manage short term rental compliance, tax collection, licensing, or enforcement, your work directly affects residents, local businesses, and the financial health of your jurisdiction.

That is why we have strengthened and unified our Customer Experience (CX) Department. Implementation, Support, and Client Success now operate as one coordinated team led by our VP of CX, Eric Brandenburg. The goal is simple: a smoother, more predictable, and better supported experience from the moment you start working with us.

Here is what that means for you and your team.

One CX Team Focused on Your Success

We have aligned our teams around the full customer journey so you experience clear ownership and continuity at every stage:

• Implementation to provide a clear, consultative, and well organized start to your program
  
  
• Support to keep everything running reliably day to day
  
  
• Client Success to guide you, advocate for you, and help you succeed long after onboarding

For city and county teams that work with multiple departments, public expectations, and fixed timelines, this unified approach reduces friction and makes it easier to know who is responsible for what.

You should feel like you are working with one coordinated team, not several disconnected groups.

Implementation: Setting Your Program Up for Long-Term Success

Implementation is now led by Brayden Reese, who transitioned into this role after serving as a senior member of our Client Success team. Brayden brings a deep understanding of how jurisdictions operate, what constraints you work within, and what successful programs need from day one.

What you can expect:

• A smoother transition from Sales to Implementation
  Your implementation team will begin already familiar with your goals, timelines, and operational needs. This reduces repetition and helps keep your internal stakeholders aligned.
  
  
• More predictable project plans
  Clear milestones, documented responsibilities, and consistent communication help you prepare internal teams and avoid unnecessary surprises.
  
  
• A setup designed for long term program success
  Implementation is focused on building the reports, workflows, and configurations that support your ongoing compliance, enforcement, and revenue goals, not just initial go live.
  
  

The result is a more organized, efficient launch and a faster path to seeing value from your Deckard solution.

Support: Reliable Help When You Need It Most

We know that our clients must respond quickly to residents, leadership, and internal deadlines. When issues arise, you need prompt, reliable support that keeps your work moving forward.

Our Support team has been strengthened in both staffing and structure. As part of this transition, Loren Vasquez will be taking over leadership of the Support team, reporting directly to our VP of CX, Eric Brandenburg. Loren is a long time Deckard Technologies veteran and one of the most trusted and knowledgeable members of our Support organization. She brings years of experience, deep product understanding, and strong technical insight that will help ensure customers receive clear, accurate, and timely assistance.

Here is what is now in place:

• A simpler and more efficient ticket process
  Issues are directed to the right team members more quickly, which reduces delays and back and forth.
  
  
• Service level agreements (SLAs)
  You will know what response and update timelines to expect, which helps you plan around your own obligations and meetings.
  
  
• Clear, consistent communication
  You will receive straightforward updates on what is happening, what has been resolved, and what to expect next.
  
  
• Improved escalation paths
  Urgent or complex issues move directly to senior Support, Engineering, and CX leaders, so the right people are involved quickly when it matters most.
  
  

Our goal is to make Support feel dependable, responsive, and easy to work with, so you can stay focused on serving your community.

Client Success: Your Trusted Advisor Throughout Your Journey with Deckard

We recently welcomed Matt Davis as our Director of Client Success. Matt is focused on building a more proactive, structured experience for every jurisdiction we serve.

Here is what you will see from Client Success:

• A more structured and engaged partnership
  We are strengthening how we plan and organize our ongoing engagement with you so that our time together is focused, productive, and aligned with your goals for your community.
  
  
• Guidance grounded in public sector experience
  Your Client Success Manager will help you prioritize goals, navigate challenges, and make the most of your program using lessons learned from other cities and counties.
  
  
• More proactive engagement
  Instead of a one size fits all outreach, we tailor our support based on your program’s activity, needs, timelines, and seasonal responsibilities. Our goal is to help you stay on track without adding unnecessary demands on your time.
  
  
• Strategic touchpoints at key moments
  You will receive timed guidance and insights that help you understand trends, identify opportunities, and make informed decisions that strengthen your program and support your community. You will receive best practices, program insights, and recommendations that reflect your specific community, policies, and objectives.
  
  

The intent is simple. We want you to feel that you have a trusted advisor who understands your work and is invested in your long term success, not just a vendor who steps in when something breaks.

What This Means For Your Jurisdiction

With these changes, you can expect:

• A more organized, predictable onboarding and implementation experience
  
  
• Faster, clearer communication when you need help
  
  
• A dedicated partner who understands your goals and helps you achieve them
  
  
• Fewer handoff gaps and a more coordinated experience across Implementation, Support, and Client Success
  
  
• A CX team that is aligned with the pace, quality standards, and accountability your public programs require
  
  

Most importantly, you will have a single, unified Customer Experience department focused on helping your community succeed with Deckard. We are grateful for your partnership and for the work you do for your residents. We will continue to invest not only in our products, but in the service, support, and guidance that surround them. If you have feedback or ideas about how we can better support you, we would truly like to hear it. Your insight helps us continuously improve the experience for every city and county we serve.