5 min read
How ACSI Saves 500+ Hours Annually with Fuse
When Terri Millette began her work as the VP of Human Resources at Automated Collection Services, Inc., the company had just signed a contract for new payroll software. After seeing the demo, Terri said, “I wish we wouldn’t have signed that contract.” And so began her two-year journey to find a better solution for human capital management (HCM) software.
Terri is no stranger to HR and payroll. She has experience working with Paychex and as an HR consultant. She heads up a team of HR and payroll professionals that work to meet company objectives through effective HR and accounting processes.
Problems with Paylocity
Long ticket delays, clunky scheduling, no real support
Terri started facing issues during the onboarding stage with Paylocity. “We had no assistance with onboarding. When we would ask for help, they pointed us to an instructions worksheet,” Terri recalls her experience.
The so-called onboarding process consisted of a weekly phone call to check in on the tasks her team completed. Terri says the calls were more to check in on the tasks her team completed than to offer training or support. That meant she spent a lot of time learning how to use the system independently.
“You never got someone on the phone right away. It took at least a day. We were always hearing, ‘You can’t do this’ or ‘you can’t do that.’” Any time Terri or her team had a question, they had to submit a ticket via email to the Paylocity support team. “They didn’t always have answers or weren’t willing to help,” Terri says.
In the two years ACSI had an account with Paylocity, they had five different account reps and two different managers. The lack of consistency only increased the difficulty of working with the software.
Terri's last straw came when she asked Paylocity support for help with an ongoing issue. The support person responded, “We’re not customer service; we’re software support. That’s all we are.”
“Okay, then,” Terri thought. “It’s time to get customer service. It’s time for something better.”
Finding a Better System
Instant issue resolution, excited managers, customizable platform
Throughout her time as a Paylocity customer, Terri did extensive research for new HCM software. In her research, Terri came across a lot of other HR and payroll software services.
“I looked at all the other systems, Paycom, Paycor. And it’s all the same thing we already had. It's clunky.“
But when Terri found Fuse Workforce Management, she knew something was different. She finally found what she had been looking for.
Customer Service
Terri used business solutions review platforms like G2Crowd to aid in her research. She was amazed to find a company that “blew everyone else out of the water” regarding customer service ratings.
“It’s hard to believe Fuse support is that good, honestly,” Terri says. “The people at Fuse, they are amazing—Danielle, Becky, Greg, and John. They are helpful and encouraging.”
Even after Terri and her team had completed the onboarding process with Fuse, she was delighted to find they continued to call her and check in to ensure her team got the most out of the software.
“We’ve been on the phone with [Fuse] and they’re fixing an issue right then while we’re talking to them. It’s so not what we’re used to! We’re used to waiting two to three weeks with Paylocity, and Fuse is fixing issues in under ten seconds.”
Single System
The HR team at ACSI had dealt with multiple services and integrations and needed something that kept all things HR and payroll in one place. The Fuse platform unites core HR, time and attendance, payroll, and benefits management into a complete HCM system. This allowed Terri to spend less time jumping between systems to view data like an employee’s time sheet. Instead of spending so much time managing multiple systems, Terri and her team can devote more time to empowering their employees.
Customization
With Fuse, Terri could customize the system for her organization’s reporting needs and set up employee self-service and views by employee role. With these customization capabilities, each administrator, manager, supervisor, team lead, and employee can set up the system to best serve their individual needs and objectives within the platform.
Streamlined Process
Finding a time-saving program was another big priority for Terri and her team. She wanted something less time-consuming than the previous platforms she’d experienced.
“Fuse makes everything that much faster...We’re saving at least 5-10 hours a week with Fuse. A verification of employment can take less than a minute compared to the five to six minutes for each employee using Paylocity.” When you consider ACSI has over 150 employees, that saves a lot of time.
HR isn’t the only department saving time with Fuse. “Our managers never put schedules in the old system because it was too much of a pain. Now they’re seeing how much easier it is and actually excited about doing it. They want to use that feature and track attendance better!”
Terri’s only regret with Fuse is that she didn’t find the company sooner. Her advice to any HR or accounting professional searching for HCM software: “Don’t use anything else. I looked for two years—I met with every payroll company I could find, and there is nothing out there like Fuse.”
What This Means for You
If you're struggling with complex systems, disjointed support, or time-consuming processes, Fuse can help you do what ACSI did: save time, empower your team, and enjoy using your HR system.
Our all-in-one, cloud-based solution is flexible, simple, and affordable. You, too, can ditch your clunky system and use an HCM system that can save you time and resources while providing superior customer support. Ready to stop wasting time? Schedule 15 minutes with us and discover how Fuse could save you hundreds of hours a year.
