CSM Team Unresponsive - Service Titan do you read these? I need some help right now please!

[gina_sim]

Long story short, Support asked our CSM Team to activate something for us. Unfortunately CSM turned it on and it completely changed how we do things in the office and on mobile end. CSM never reached out to let us know that this was going to happen. This happened just a couple hours before payroll was due, so payroll was done incorrectly. I did everything I could and begged to speak to someone on our CSM Team on Friday, NO RESPONSE. Still today Monday, NO RESPONSE. What are we supposed to do when it's an urgent matter and Support can't help and the CSM team doesn't provide a phone number? 

[stasman1]

Hi @gina_sim ,

My name is Stefani Tasman and I'm the Director of Corporate Customer Success here at ServiceTitan. First and foremost, I apologize for this recent experience you've had and the trouble this issue has caused. As a critical, customer-facing team within ServiceTitan, we strive to ensure you are supported and successful - it's disappointing to hear that hasn't been the case here.

I have your contact information and am working with my team to ensure your concerns are actioned and addressed this morning. I will personally reach out to you today as well.

We want to do everything in our power to make sure we are supporting your business's success, not becoming a blocker. I appreciate earning your trust and serving you.

Stefani

[Sheena_Palacios]

Hi @gina_sim -- maybe it's something I can guide you on, can you elaborate? If you work with a ServiceTitan Certified Specialist, once given access, we can make these adjustments for you on the backend.