1. Company Background

Founded in Texas in 1984, Pronto Delivery Courier and Logistics has built a strong reputation as a reliable provider of same-day courier, freight and logistics services across the state. With a growing fleet and a customer base ranging from retail and, industrial to medical delivery, Pronto has always prioritized speed and dependability.

# of Employees: 80 employees; approx. 200 Independent Contractors Fleet Size: Flexes with need

Services: On-demand/hot shot delivery, final mile operations; dedicated and routed, medical delivery, nationwide shipping, warehouse operations.

Area / Region: Texas/Southwest Website: pronto-delivery.com

Dispatch Science Customer since: 2019

2. The Challenge

However, as customer expectations evolved—demanding real-time tracking, tighter delivery windows, and greater transparency—Pronto realized its existing dispatch systems were becoming a bottleneck to growth. The company’s legacy dispatch system lacked the flexibility, automation, and real-time visibility required to scale. After evaluating several TMS solutions, Pronto Delivery selected Dispatch Science to streamline operations, optimize routing, and enhance customer satisfaction.

Pronto’s legacy system was largely manual, with dispatchers relying on phone calls, spreadsheets, and siloed systems to manage orders. Key challenges included:

• Manual dispatching slowed down job assignments and introduced errors.
• Lack of route optimization led to inefficiencies and excess mileage.
• Limited visibility made it hard to provide customers with real-time updates.
• No unified data reporting, limiting operational insights.
• Scalability issues: Onboarding new drivers or handling surges in volume became cumbersome.

As Pronto expanded into new regions and onboarded new clients, it became clear that a modern, cloud-based TMS was essential.

3. Solution Search & Selection Process

Pronto began evaluating TMS vendors with a clear list of must-haves:

• Real-time tracking and status updates
• Automated dispatch and routing Scalable cloud-based infrastructure
• Easy integration with existing systems (e.g., billing, driver mobile apps) User-friendly dashboards and reporting

After evaluating multiple platforms, Dispatch Science emerged as the clear leader for several reasons:

1. Modern, intuitive interface
2. AI-powered route optimization potential
3. Seamless mobile experience for drivers
4. Advanced customer communication tools (notifications, ETA tracking)
5. A proven track record with courier and last-mile companies

After evaluating several TMS solutions, Pronto Delivery selected Dispatch Science to streamline operations, optimize routing, and enhance customer satisfaction.

4. Implementation

As one of our first customers in 2019, working closely with Pronto Delivery’s operational and IT teams quickly revealed that our platform would require substantial enhancements to fully meet their complex and evolving needs.

Several key enhancements and modules were introduced to tailor the system to Pronto’s operational needs. Capacity constraints were addressed by making volume, weight, and number of pieces configurable at both the order and driver levels, which also led to exploring improvements in the route optimization algorithm.

One of the first challenges encountered was the complexity of pricing, which proved to be more intricate than initially anticipated. This required the development and enhancement of several features to ensure accurate and flexible pricing capabilities. The pricing engine was upgraded to support cascading rates and the application of discounts or surcharges based on service levels.

Capacity constraints were addressed by making volume, weight, and number of pieces configurable at both the order and driver levels, which also led to improvements in the route optimization algorithm.

A multi-company and division structure was introduced to support all lines of business — Courier, Freight, and Warehouse—and to enable services across multiple cities including Houston and Dallas / Fort Worth. Additionally, our finance and invoicing module had to be enhanced to support Pronto’s extensive billing requirements. The accounting module was enhanced to allow attachments on invoices, enforce credit limits, and support additional transaction types such as payments, credit notes, and adjustments.

Integration with UBEO enabled scanned documents from drivers to be automatically attached to orders for invoicing via API. Driver attributes were configured to ensure delivery capabilities, and the user interface was modified to improve dispatcher visibility into driver and order capacities, enhance reporting for operational and management teams, and align with Pronto’s business processes. This tailored implementation ensured that Dispatch Science could fully support Pronto’s logistics and financial workflows.

This was one of the longest and most ambitious implementations we’ve undertaken, and it wouldn’t have been possible without Pronto Delivery’s bold decision to partner with us— choosing a new platform and, in doing so, playing a pivotal role in shaping Dispatch Science into the mature, robust solution it is today.

5. Results & Benefits

Since going live with Dispatch Science, Pronto Delivery has seen tangible improvements across key performance areas:

• Improved customer satisfaction thanks to real-time tracking and ETAs
• Faster onboarding of new drivers through intuitive mobile tools
• Data-driven decision-making with comprehensive dashboards and KPIs
• Consistency in Call length from CSR’s ensuring more predictable customer interactions and improved time management across support teams.

“Dispatch Science is our TMS… it runs our business.” Randy Roush, Chief Customer Officer, Pronto Delivery

6. Future Outlook

With Dispatch Science in place, Pronto Delivery continues to expand confidently into new markets. Plans include:

• Integrating with e-commerce and warehouse platforms
• Continued expansion of final mile ecommerce B2B and B2C deliveries.
• Establishing a market leading position in ‘big and bulky’ deliveries, with customized levels of service based on need.
• Further leveraging Dispatch Science’s AI tools for dynamic on-demand scheduling and smart load balancing

The partnership continues to evolve, with Dispatch Science providing ongoing updates and new features that support Pronto’s strategic goals.

Final Thoughts

By moving to Dispatch Science, Pronto Delivery turned an operational weakness into a competitive advantage. What was once a manual, time-consuming dispatch process is now a fast, intelligent system that empowers their team and delights customers. With a strong technology foundation, Pronto Delivery, Courier and Logistics is now equipped to grow efficiently and sustainably.