Customer Success - Redefining the GovTech Customer Experience
Catalis redefines the GovTech customer experience by embedding Customer Success as a core philosophy focused on authentic partnerships, operational efficiency, transparency, and hands-on engagement through Customer Success Managers who actively collaborate with agencies to deliver adaptable, trustworthy solutions that empower government customers and the citizens they serve.
Redefining the Customer Experience in GovTech
At Catalis, Customer Success is more than a department—it’s a philosophy rooted in delivering a complete, end-to-end experience. We’re committed to providing meaningful, memorable service to our customers and the citizens they serve. Everything we do is guided by one principle: our customers are at the center. Their goals and challenges shape our actions, allowing us to form authentic partnerships that go far beyond traditional support.
We never forget that we’re citizens, too. Like everyone else, we rely on government services in our communities and expect them to be efficient, responsive, and easy to use. That shared perspective informs how we develop our products and how we deliver support. We want our customers to exceed expectations—because when they succeed, so do the people they serve.
In the GovTech space, operational efficiency and compliance are table stakes. But true success requires more—a modern, trustworthy, and adaptable solution, combined with a team that’s invested in the long term. Becoming a trusted advisor is just the beginning. From there, we aim to transform the entire customer experience through consistent execution and deep collaboration.
Our Customer Success Managers are hands-on, highly engaged, and woven into the daily reality of the agencies they support. They don’t just make check-in calls—they’re in the field, attending conferences, working alongside associations, and building strong relationships with agency teams. They’re just a phone call away, always ready to provide guidance or advocate on behalf of our customers until any issue is fully resolved.
Transparency is key to how we operate. We work closely with our internal teams to keep customers informed about new product features, upcoming enhancements, and roadmap developments. That feedback loop isn’t just about updates—it’s about trust. And we know that trust is earned through action, accountability, and presence.
Education is also a cornerstone of our approach. We recognize that every agency has a unique story, and we start by listening. Through thoughtful questions, expert consultation, and regular training—whether via webinars, one-on-one sessions, or collaborative planning—we help customers understand what’s possible and how to get there. Helping agencies close the gap between today’s capabilities and tomorrow’s potential is one of the most rewarding parts of our work.
At Catalis, we’re proud of the technology we build, but even more proud of the relationships we form. We are human first—and that drives how we show up, serve, and support our customers every day.
Want to learn more? Get in touch with us at cataliscs@catalisgov.com.
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Inside Catalis
Catalis emphasizes a Customer Success philosophy that fosters authentic partnerships with government agencies across North America by providing hands-on support, transparency, and impactful solutions to modernize public sector operations.
SaaS Service Level Agreement and Support Terms
The SaaS Service Level Agreement and Support Terms, last updated October 19, 2023, outline that the Licensor will maintain the software free of material defects during business hours, provide support contact documentation, exclude issues caused by customer environments or third-party software, and require the Customer to manage first-line support including defect documentation, initial troubleshooting, and user communication before escalating issues to the Licensor for remedial services.
Customer Success: Partnership, Support & Empowerment
Catalis redefines Customer Success for government agencies by providing a collaborative, accountable, and impact-driven partnership that offers end-to-end support—from implementation to real-world improvements like increased collection rates and reduced processing times—while serving as trusted advisors who combine advanced technology with personalized, proactive engagement to help agencies efficiently meet regulatory requirements and enhance service delivery for constituents.
Government Brands Becomes Catalis for Transforming Government
Government Brands, LLC, a leading North American government SaaS and integrated payments provider that has rapidly grown by acquiring over 30 GovTech companies and achieved unicorn status in 2021, has rebranded as Catalis to unify its broad portfolio under a single citizen-focused brand aimed at accelerating the modernization of digital government services across municipal, county, state, and federal levels.
Support Contacts for Catalis Tax & CAMA
The document provides contact information for Catalis Tax & CAMA customer support, including a customer portal, phone numbers (800-527-9991 and 888-304-5989), and an email address (TaxCAMAsupport@catalisgov.com), and lists the supported products such as Axiomatic/Property Tax Oversight, CAMAlot, Catalis NY, Catalis Tax, CSRA, eGov, Escrow Payment Management, LandNav, Market Drive, PAS, Patriot, and PCI.
Client Support
The document provides detailed client support contact information for Catalis Brands, including specific phone numbers, email addresses, and customer portal links for various product categories such as Courts & Land Records (with individual support emails for products like Icon, TurboCourt, and Taxsmart), Payments (covering products like nCourt and Bill2Pay), Public Works & Citizen Engagement (including CMMS and ERP products), and Regulatory & Compliance services.