Exclusive: Pronto Software CEO on AI innovations, growth

Pronto Software is moving forward with ambitious plans for growth and innovation, fuelled by a combination of AI developments and a continued focus on customer satisfaction.

CEO Chad Gates, who has led the company since 2016, discussed Pronto's sustained growth, strategic approach to AI, and the vital role that customer trust plays in its success.

Gates, who has been with the company for nearly 20 years, described Pronto as "one of the largest independent Australian software vendors."

Specialising in Enterprise Resource Planning (ERP) software, Pronto's solutions cater to industries ranging from retail to manufacturing and mining.

"We write software that makes business tick," Gates explained. "We are an end-to-end provider of transactional software, business intelligence, and mobility tools."

A Major Product Milestone

Pronto's flagship product, Pronto Xi, has recently seen a significant update with the release of Pronto Xi 780. Gates highlighted this as a major achievement, reflecting over 220,000 hours of work and enhancements. "It's a big deal, and we expect many customers to upgrade in the coming months," he said.

The new version has been designed with key improvements in user interface technology and real-time decision-making capabilities.

Customer feedback on the latest version has been overwhelmingly positive. Tilly's Crawler Parts, a long-time client, noted the improved out-of-the-box solutions in Pronto Xi 780. "We found that the new version had a lot of good out-of-the-box solutions, more so than in previous editions, and it could cater to our specialised requirements as well," the company shared. "Ultimately, Pronto Software already had a good understanding of our business."

Similarly, Bruno Fine Foods praised the efficiency gains made possible by Pronto Xi, particularly in centralising their operations. "With nearly 50% of our customers ordering through the website, we have reduced our sales heads by a considerable amount," they said.

"We can provide transparency and consistency to our customers, which is a point of differentiation in our industry."

Pragmatic AI Advancements

Pronto Software is embracing artificial intelligence but with a measured approach. Gates emphasised the importance of adding genuine value through AI, rather than simply incorporating it for appearance's sake. He highlighted two key AI projects that are already delivering tangible benefits.

The first is an AI-driven chatbot designed to assist Pronto's support staff in answering complex customer queries.

"We've been training the AI model for 12 months, and it's now performing at around 80% accuracy, which is 10% above the industry benchmark," Gates explained.

By the end of the year, the company aims to roll this feature out to customers via their support portal.

Another breakthrough project is an AI solution for a client in the facilities management industry, enabling rapid allocation of service calls. What used to take a full day of manual effort now takes just seven minutes.

"It's been incredibly well received," Gates said, noting that Pronto has worked closely with IBM's Watson X stack to develop both solutions.

These AI advancements are not just for customers but are also transforming internal processes at Pronto. For example, the company is using AI to optimise its own code reviews and inventory replenishment systems. "It's an exciting time for us," Gates said.

"AI is not only impacting our customers but also helping us internally to work more efficiently."

Customer Trust at the Core

Maintaining customer trust has been a cornerstone of Pronto's growth. Gates explained that Pronto's local presence and commitment to understanding each client's unique needs set the company apart from larger international competitors.

"Yes, we have product and intellectual property, but fundamentally, it's trust that we sell," he said.

Pronto's ability to scale and adapt to the needs of diverse industries is one of its greatest strengths. Clients like Mitchell Services, a company in the mining sector, have found immense value in Pronto Xi's range of functionality. "The Inventory module helps us plan and collate critical spares, minimising downtime," Mitchell Services said.

"The Plant Maintenance module ensures all our gear is compliant and safe, while the Project Costing module shows us where we can save and improve."

Gates also noted the significance of customer loyalty, with many clients having partnered with Pronto for decades. "We have customers that have been with us for a long time, and they continue to grow with us," he said. This loyalty is bolstered by Pronto's commitment to continual product enhancement, which allows businesses to integrate new capabilities as they expand.

Haymes Paint, another long-term client, emphasised the importance of mobility in their business. "Pronto Xi provides valuable data specific to each team," they said.

"The enhanced mobility enables our sales staff to create customer activities on the go, and management can gain insight into activities in real-time."

A Competitive Edge Through Innovation

Gates believes Pronto's agility and local expertise give it a competitive edge. "Customers appreciate that we take the time to understand their business, and they see that investment reflected in the results," he said. This approach has not only helped retain existing clients but has also attracted new ones.

Carbatec, a company operating in the retail and wholesale space, shared their positive experience with Pronto Xi.

"I genuinely believe Pronto Xi is a comprehensive software solution and could work for almost any retail or wholesale business," they said.

Lincom Group, a customer in the manufacturing industry, echoed these sentiments, citing their investment in Pronto Xi ERP as a strategic decision. "It has already helped Lincom Group achieve savings, as well as productivity and performance increases," the company noted.

Pronto's emphasis on forging long-term partnerships with customers has also shaped its product roadmap. By regularly engaging with customers through events and special interest groups, Pronto ensures its solutions evolve in line with industry needs.

"Our product management team is constantly out on the road talking to customers," Gates said. "We get invaluable feedback from them, and we involve them directly in our development process."

This direct feedback has been crucial in shaping features of the latest Pronto Xi release. JPT Enterprises, a client involved in retail and service industries, remarked on how smooth the transition to the new version was. "People have been pleasantly surprised at how easy the transition has been," they said.

"They're seeing elements they want to learn more about because they know it will make their jobs easier."

Looking Ahead

As Pronto continues to expand, Gates remains committed to maintaining the company's culture and its customer-first approach.

"One of the things I'm most proud of is the culture we've been able to maintain as we've grown," he said.

With AI-driven innovations and continuous product enhancements on the horizon, Pronto Software is poised for continued growth. Gates is confident in the company's ability to help businesses navigate a challenging economic landscape.

"For us, it's about being the one source of truth for the customer," he said. "We aim to build long-term partnerships that add real value."