What do you like best?
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).
What do you dislike?
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.
What problems are you solving with the product? What benefits have you realized?
getting arid of the paper, better workflow. The benefits portal made my job and our brokers job 100% easier. Fuse is the perfect for a small HR team or a small HR and Payroll team. The support staff allows for an off shoot of the teams to help balance the work flow and make it easier for the customers. Furthermore, we did online benefits this year. The team at Fuse teamed up with us and made the custom benefits portal for myself and for our broker. It was the first year that we had a new broker, new system, and new carrier. Fuse helped tie up the loose ends and make the kick off and roll the best yet.
