The system is extremely easy to use. I personally was in the industry for 12 years prior to moving on to my current role, so I'm still up to date on systems like this. However, in my new role I'm training a team that is starting from scratch on the whole process - and inside of our first two checks they're logging in and generally able to navigate around and read/process reports with little problem. The UI/UX is intuitive and the system does a fantastic job of hand-holding through complex processes such as state-specific forms and the pre-adverse/adverse action workflow.
Also, while it says "software", it should be noted that our account rep Jory is a bona fide rockstar. She's incredibly proactive, helpful, and is a joy to work with.
Beyond that, I can speak to the fact that they are well up on their compliance enforcement as well, which is a mission-critical piece when dealing with a CRA.
Given some of the issues inherent in working with one of the bigger fish (and I did work for one of the biggest), I'd strongly recommend looking into GoodHire if you're shopping for a CRA.
Just about the only thing is that because they aren't one of the biggest fish, the system still has a few quirks that the bigger ones have mostly ironed out by now. Minor things like, for example, not being able to order a SODB search as an a la carte...or the ability to run searches in Canada.
The thing is, all of the above will be addressed in time, I'm sure. I work in product, I get what comes with the territory of a packed tech roadmap. It's comfortably outweighed by their competence and friendly service when it comes to the baseline functions of background checking.