A Return to Reliability: GoShare's Journey Back to Checkr for Enhanced Service

GoShare is a tech-oriented logistics company that serves as a gig platform for middle-mile and last-mile deliveries. Their main purpose is to connect individuals who provide delivery services with clients in need of transportation solutions. GoShare found themselves at a crossroads when they initially decided to switch from Checkr, a trusted background check provider, to another vendor. The decision was primarily driven by cost considerations and searching for a more economical option. However, the reality of this switch soon unfolded, revealing significant operational challenges that impacted GoShare's efficiency and the satisfaction of their independent drivers.

The new provider promised better performance and lower costs but failed in key areas. Background checks were significantly delayed, taking weeks or months, which inconvenienced GoShare's contractors who were eager to start working. This caused operational delays, driver frustration, and led to drivers leaving GoShare for other platforms.

Moreover, the reliability of the reports from the new provider was questionable. Instances of inaccurate information in the background checks eroded trust, a crucial element in GoShare's operations. The new provider’s customer service experience further compounded these issues, with response times stretching to a week or more, leaving GoShare's team in a lurch when timely support was needed.

Recognizing these challenges, Sean Peek, Vice President of Operations, and Kelsey Eames, Director of Driver Support, made the decision to return to Checkr. “I can tell you without a doubt that the amount of volume we've done through Checkr is so much more efficient for our team to review than it was with the other vendor. Before switching back to Checkr, we experienced a lot of inaccuracies on checks, causing us to doubt the accuracy of many reports,” Kelsey said, “It was taking us several weeks just to get through older reports because of the lack of efficiency in their platform.”  The other platform's dashboard wasn't conducive to an efficient workflow, and Kelsey and her team discovered numerous discrepancies in the background checks, leading to doubts about the reliability of several reports.

The switch back wasn't just about resolving the immediate accuracy issues but also about leveraging Checkr's strengths to enhance operational efficiency.  “Before Checkr, we dedicated three full-time individuals to manually review background checks. Since moving back to Checkr, we’ve significantly reduced the workload, allowing a single team member to efficiently review reports in just 4-5 hours per day,” Kelsey said, “This optimization has freed up valuable time for our team to focus on other critical tasks.”

The benefits of returning to Checkr were immediately apparent. The faster turnaround times for background checks meant that independent drivers could start working sooner, reducing delays and improving overall satisfaction. Checkr's clear and easy-to-read dashboard and report layouts facilitated better navigation and full visibility into background check statuses, further enhancing efficiency. “The turnaround time that Checkr provides is a breath of fresh air, and truly a deciding factor for us to return to Checkr,” said Sean.

Customer service, a critical component of GoShare's decision-making, was another area where Checkr excelled. The prompt and reliable support provided by Checkr stood in stark contrast to the previous vendor, ensuring that GoShare's operations ran smoothly and that any issues were swiftly addressed.

GoShare's experience with Checkr underscores the importance of reliability, efficiency, and excellent customer service in the gig and marketplace industry. By switching back to Checkr, GoShare not only resolved the challenges it faced with the previous provider but also positioned itself for continued growth and success, ensuring that its independent drivers and internal team could operate at their best.