They are extremely familiar with the Kronos platform they support and can solve deeply technical problems Review collected by and hosted on G2.com.
I've been pleased with all aspects of their service. Review collected by and hosted on G2.com.
The staff is always the same in and out. You have a question on payroll you get beckie, you have HRCM or HRIS you Get Danielle or Ysoris. Its always the same person and they get to know you and they get to know your company and it makes the service aspect the best. Hands down, smaller the company the better. We usually work with Danielle on a bulk of the support requests, shes amazing and is always knowing our business model and is always prepared to help us out, she makes it so that she understands us and we understand her.
The company has a lot of folks that are subject matter experts, so therefore you wont get a person that doesnt know something about payroll and then try to blow smoke. A good portion of the time their recommendations are spot on. Also, Greg and John are amazing and they have an open line of communication to them for the customers. You ask for their help, they make time to get the answer and make it right (analogy). Review collected by and hosted on G2.com.
Turn around time might be slow, but when the answers come, then you get the superior service. However, the service is the best that it can be given the resources that they have. Sometimes the rep will give you the answers that they feel are correct, but once you get down to the nut and bolts of the problem their service and knowledge take over.
Sometimes, I think that the service might have too little server space or something to that effect, so if they get a high traffic day it kills everything for the entire client listing. We try to help out where can and cut back on the usage.
Communication via email can be spotty as we have a three administrators for the system. Some folks get the emails and another gets the others. They are never the same to the same people. Review collected by and hosted on G2.com.
The Fuse Workforce Customer Service team is THE BEST bar none. They are quick to respond, very knowledgeable and extremely kind. Fuse's employees have been with them for many years, which suggests to me that they are treated very well. It's great to be able to call and hear the same trusted voices year after year. And, unlike the customer service team members at other organizations, it never feels like you're bothering Fuse's employees when you contact them. They are cheerful, helpful and highly personable. Review collected by and hosted on G2.com.
I haven't found anything I dislike about Fuse Workforce Management yet. In fact, prior to Fuse having a full HR management system, I chose an outside vendor for HR management. That vendor "threw in" payroll as a freebie, so I left Fuse for about a month in or around 2009 as a cost-saving measure. After a miserable implementation experience with the new vendor, I quickly returned to Fuse and haven't considered looking elsewhere again. I've learned the hard way that when something's not broken, one shouldn't try to fix it. Review collected by and hosted on G2.com.
Fuse customer service is unparalleled! Whenever I need assistance I can always count on a member of the Client Success Team. I receive guidance over the phone, through email, and through screen-sharing. No matter how big or small my issue is I always receive the same level of service. Review collected by and hosted on G2.com.
There isn't really anything that I do not like about Fuse. The only thing that could have been an issue for me is that they are on the east coast while I am on the west coast. But they have customer service in my time zone now! Review collected by and hosted on G2.com.
Customer Services is very good, the web is friendly Review collected by and hosted on G2.com.
Change the website frequently, and don't inform it before Review collected by and hosted on G2.com.
They have a lot of detailed reports. Members of their support team are helpful. It gets the job done. Review collected by and hosted on G2.com.
The system is not intuitive in the slightest. Finding something on the menu always requires diving down rabbit holes of menus. Payroll takes literally at least 20 steps to run. Every time an employee submits a timesheet change request, the system gives an error that the correction contradicts their current timesheet and you have to fix everything manually. You can never delete the notifications in the upper right hand corner; they build up and linger forever. (Even called and and asked about that, and there was no solution). Review collected by and hosted on G2.com.
The software is rockstar and does eveything i ever need it to... but the best part is the people of FUSE. Most Cust Svc gives you either Friendly or Knowledgeable... not a lot give you both... and NOT a lot give you that in all employees. I never get passed around a call center with FUSE. I have dealt with them for almost 2 years and would recommend them to any and all future places of employment. LOVE that you can export any screen you are looking at into xlsx, pdf, etc. That is the greatest convenience, and customizing my selected columns, and saving those for future/frequent use... BUTTER BABY. Review collected by and hosted on G2.com.
I honestly don't know what to say for this section, because i can't come up with something i truly dislike about using their platform. I don't like that they are in Florida and I'm in Texas, so i can't go by and High Five them. Review collected by and hosted on G2.com.
For our company to really get ahead and be able to set ourselves apart, we needed to be able to efficiently gather and use payroll data effectively. Really being able to drill down and use those metrics to drive our business. Fuse has the reporting tools to allow you to do just that. From exporting options, to being able to automate reports, it has what you need.
Another area that I really enjoy from the platform is the fact that all data seamlessly flows from one module to the next. Employee’s profile, benefits or HR – No problem, any data about all employees is in a single location and you can easily see it all in an organized manner.
The other area that really makes the company shine is their support. Super helpful and always professional makes it a joy to work with them. I have never been in a spot where I felt “stuck”. There is always a next step or a firm drive to resolution. Review collected by and hosted on G2.com.
I actually found it hard to add something in the Dislike box, which doesn't happen to often. If there is an area I was not totally satisfied in ( More to my own limiting factors ) was not being able to get the large number of features implemented yet. Since the platform is designed extremely robust it does take a while to set every feature up for your company. Review collected by and hosted on G2.com.
Fuse has a great Customer Support team. They are very friendly and knowledgeable. They are quick to help and resolve any issues that may occur. Fuse is very user friendly and easy to navigate. Review collected by and hosted on G2.com.
There is nothing that I can think of that I dislike about Fuse. Review collected by and hosted on G2.com.
The support for customers is second to none. Coming from ADP and their terrible service, Fuse is such a breath of fresh air. I have one phone number to call and/or one email address to submit to. I communicate with them and they communicate with me in multiple ways. It is fast and easy to get ahold of support. AND they are helpful. I always talk to the same few people and they are familiar with our Company and its payroll setup.
I also love the reporting. Even if it's just a simple question I have, I can modify, sort or create a report in seconds to get the answer. Review collected by and hosted on G2.com.
The platform is so powerful with so many capabilities that there is still a portion of it that I am underutilizing. However, this is no one's fault but my own. There are learning modules right within the system, and support is only a call or an email away. Review collected by and hosted on G2.com.