Fuse Workforce Management Reviews & Product Details - Page 2

I know it's less expensive than our current system, but not by loads. But I suppose it's got that going for it? Review collected by and hosted on G2.com.

Nothing was intuitive. Everything from searching for it in the app store and inputting credentials to login for the first time (I had a two page instruction sheet for new hires!) to generating 1095s for year end reporting was HARD. My main pain points:

Reports. I worked in the system for about 6 months and never did figure out reports. I even met with a CS rep via Zoom for an hour and they didn't seem to understand it either!

Speaking of reporting, Fuse was NOT protective of our employee's sensititve information. There were at least two instances where Fuse sent reports with payroll information (even SSNs!) to a former employee who moved to our sister company. Furthermore, these emailed reports weren't even password protected. I would have expected some acknowledgement/apology for the huge error, but it was as though

Speaking of customer support, Customer Service. I felt like it was a constant game of telephone (but not in the fun way). I would ask what felt like a straightforward Q and get a string of a dozen back and forth emails before I gave up and figured it out myself (or, more often, just didn't). I didn't get the sense that their CS reps were actually experts in the system.

Payroll. Since moving to our new HRIS/payroll provider, the time it takes for me to run payroll has been reducted five-fold. And no one has been double paid, which happened at least twice via Fuse during my time with it. Sure, it was likely pilot error setting it up. But, again, nothing was inuitive so nothing was easy. Review collected by and hosted on G2.com.

If you're a small business, it's good for payroll and even file storage. It is better than spreadsheets and ad hoc systems that most small businesses use. Review collected by and hosted on G2.com.

The list is long.

Clocking in and out, which should be simple, often timed out for our hourly employees through the app and the punch correction process was confusing and buggy, often resulting in manual work for something that was supposed to be automated.

They just rolled out 2 factor authentication, which I'm entirely for, but they require you to receive a phone call every 4 hours to authenticate who you are. There is no way for employers to set their own preferences around 2FA.

They also over promise on functionality and try to use the system in ways that it's not designed for (like using the safety features to document performance issues) in ways that are very clunky and unintuitive.

They tout excellent customer service, but I found that often their customer service team was just as confused about the features and functionality as we were. Their service has decreased since the summer of 2022 when a key employee left and they have not recovered.

Ultimately our team so frustrated by the end of our relationship with them that we had no other option but to find a system with a better user interface, functionality, and support.

They also seem to be making a significant push to expand their market and base, which they feel woefully underprepared for given the functionality limitations they are currently experiencing. Review collected by and hosted on G2.com.

The fact that they send how to videos for future reference. Review collected by and hosted on G2.com.

Sometimes we get a round about answer instead of the solution. Review collected by and hosted on G2.com.

Fuse's knowledgeable support tea ensures we're fully leveraging the software. They proactively contact us regularly to review our processes and offer advice, maximizing efficiency and effectiveness. We have used this software platform for many years, but having worked with Fuse for a year or two, we see the value their support brings to the equation. Review collected by and hosted on G2.com.

It is difficult to find criticism about their performance because it is much better than the support we received in the past. We have more to develop in the system to achieve maximum efficiency. The only thing slowing that process down is our availability to work on those projects. Fuse always makes themselves available when we are ready to refine. Review collected by and hosted on G2.com.

Fuse has the best customer service I have experienced with HR software systems so far. Their response time is quick, and they don't mind sometimes having to answer the same question twice. I also love that the Fuse customer service personnel will teach you how to navigate the system's back end to make changes and update company configurations yourself as needed. With previous systems, they would not allow us to go into the platform's back end to make changes to our format. Review collected by and hosted on G2.com.

Fuse is still a growing company, and they are constantly improving the system, which is excellent, but we have run into some limitations with the system that we have had to develop workarounds for. I believe there is a lot of potential with Fuse, and I look forward to the future with this platform. Review collected by and hosted on G2.com.

By far one of the most responsive vendors we have. Anytime we reach out for support, we are met with a quick, knowledgeable, friendly response. We are also given the tools to make managing our workforce easier in the future. My favorite thing, the answer is never- "no, you can't do that" It is always, let's talk about what you want to accomplish and see how we can help you. Review collected by and hosted on G2.com.

We have been using the system for a while now; I wish I have more time to dig into all of the features. Review collected by and hosted on G2.com.

I especially like the recruiting aspect, as it allows us to review candidates, share access with the hiring manager and streamline communication with candidates on the process and timeline. Review collected by and hosted on G2.com.

There is no downside; sometimes, candidates or employees struggle with technology and remembering various log-on credentials. We have received excellent support from the Fuse team on how to help our employees. Review collected by and hosted on G2.com.

The system is highly customizable, staff are knowledgeable, and technical support is excellent. Fuse inherited our pre-configured system from another vendor and has been extremely helpful in resolving some long-standing issues, optimizing our configuration, and making suggestions for better performance. Review collected by and hosted on G2.com.

Have not encountered any dislikes so far. Review collected by and hosted on G2.com.

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.