From Tech Support to True Partnership: Why Quanta Chose Fuse

Terri Millette, Senior Human Resources Manager at Quanta, has worked with multiple payroll and HRIS providers over her career, including Paychex, Paylocity, ADP, and UKG.

The difference with Fuse?

“It’s night and day.”

Before Fuse, support was transactional, ticket-based, delayed, and reactive.

“One provider told us it would be six weeks before they could get back to us. Six weeks. And they were serious.”

Terri recalls another moment that defined her search for something different:

“I once called support and was told, ‘We’re tech support, not customer support.’ That stuck with me.”

For fast-growing companies, that model doesn’t work.

“You can’t have a payroll person who’s also expected to be an HRIS expert. You need a business partner.”

When Quanta initially transitioned to their prior provider, the implementation dragged on, and the EDI benefits feed took nearly a year to set up.

“It went on forever.”

When Fuse entered the picture, the experience shifted immediately.

“They had us up and running in two months. They worked with us constantly.”

Support didn’t mean sending documentation. It meant action.

“If it’s something that needs fixing once, they don’t send two pages of instructions. They just fix it.”

In one instance involving California payroll complexities, Fuse went further than Terri had ever seen from a provider

 “They built an entire dummy company in the system, ran comparisons, and showed us exactly what happened versus what should have happened. At no cost.” 

No ticket escalation. No deflection. Resolution.

“They are not there to gather their check and let you loose in their system. They are there to help you grow.”

Even internal team members felt the shift.

“I got thank-you notes from payroll. The team’s confidence shot through the roof. Everything is intuitive. And if you can’t find something, a quick email gets answered, same day.”

Fuse also records custom walkthrough videos when processes need to be repeated.

“They’ll record a video and send it to you showing exactly how to run it next time. No one else does that.”

For Terri, partnership is about predictability and trust.

“As a senior HR manager in a company growing this fast, there are so many things you have to worry about. Payroll and workforce management are not one of them anymore.”

Her summary is simple.

“Fuse is the best third-party provider of payroll and HRIS services because of their people. They really care and want to be a business partner.”

And if another fast-growing organization asked her advice?

“If you don’t implement Fuse, you’re going to regret it.”