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Change is challenging. Adapting is uncomfortable. This is why the demand to embrace new technology is often met with opposition. In the latest column from STACK.aero, Catherine Buchanan, Director of Business Development, offers guidance on reducing resistance and optimising benefits to make switching successful.
Like all industries, business aviation is becoming increasingly and irresistibly digitised. Staying competitive requires charter brokers to embrace technology that can handle their complex and time-sensitive needs.
Switching to a modern, cloud-based technology platform offers huge advantages, particularly in terms of operational efficiency, data security, and scalability, offering real-time data access, improved decision-making capabilities, and integration with other systems.
However, from an employee point of view (and sometimes even from a management point of view), letting go of spreadsheets and eliminating Post-Its can be challenging . . . but it does not have to be that way. Change can be positive for all involved.
First, let me be clear that I’m referring to technology platforms that improve and simplify commercial processes from the initial aircraft request through to invoice generation. Ours, STACK.aero’s Business Operations System (BOS), is essentially the central nervous system for charter brokers. Our customers use this customer relationship management (CRM) software to manage their entire Trip Request Lifecycle, from the moment a client inquiry arrives through to sourcing, quoting, contracting, trip management, and financial reconciliation - all on a single platform.
A business overview at a single keystroke is invaluable for planning
In practical terms, brokers use STACK.aero to track client travel history, preferences, ID data, revenue metrics, and engagement - giving them one-click access to customer intelligence that previously required cross-referencing multiple spreadsheets and systems. In addition, BOS integrates with complementary applications - LEON, FlyEasy, Avinode - offering customers more functionality through a single interface.
We saw a 56% increase in trips created using STACK.aero in 2025 over the previous year - and we predict that growth to continue this year as customers increasingly seek to lose the spreadsheet, reduce silos and streamline services. The reality is: if you’re not using an integrated digital system, your competition is or will - giving them a significant advantage in the marketplace.
Select your BOS wisely
Data generation, collection, and organization are already an integral part of the landscape, yet many are drowning in the growing pool of information. Endless features and functionality that promise to solve all your issues can be overwhelming and frustrating, so it is essential to specify exactly what you need the data to do. Each application and function must have a purpose, tailormade for your operation.
A customised solution provides the pillars from which all other business processes can evolve, ensuring that the business is controlling the data and leveraging its benefits. However, it should not simply replicate the familiar paper-trail process. It has the potential to be much more, and importantly, to be fully effective and optimal, you need a system that integrates all the rest. Its no use having five platforms that don’t communicate with each other. Integration is key which is why STACK.aero continues to increase the number of integrations it offers with other platforms.
Ensuring a smooth transition to digitalisation
The first step is to identify the pain points of the current systems and ensure the new platform addresses them. The identification of existing issues within an organization not only ensures the customised solution is tailored to your needs - it showcases to the teams how a new system will benefit them.
Change can be a force for good if it optimizes time.
A second step is to provide tangible examples of benefits to the internal team, and even proven results from competitors or third parties (if possible), specifically how they affect each department. Highlight how the new system can make things more efficient (without replacing any jobs) and simpler for employees, such as reducing workflows, eliminating errors, and managing the trip process.
Third, point out the benefits to customers, such as enabling the team to further improve customer service and, from a management perspective, providing a true, live overview of the business pipeline. Digitalisation tools also give operators the ability to automatically aggregate, collate and analyse data, which can improve the business process and pro-actively support operations at all levels . . . and make the business stronger and more resilient. Intelligent data analysis delivers a 360O view of the business. Reporting and analytics also support strategic business development and inform management decision-making. Benchmarking is made comparatively simple, KPIs are automated, and the sales team can monitor what helps win customers over at the stroke of a key.
This demonstrates that the company is maintaining competitiveness and longevity - ensuring continued jobs and a more manageable work environment for years to come. It’s a win for everybody.
Support for a successful change
Despite all this, switching to integrated digital software can be daunting. At STACK.aero, we offer comprehensive support during the transition process exactly for this reason. This includes data migration, onboarding with a month-long hyper care period, and comprehensive training for staff. Our platform was designed by people who have worked in the industry for decades, ensuring that it is intuitive and easy to adopt.
The implementation of a new system will give time back to overworked teams and help them provide a better service - from sales to safety, maintenance to management. Ask either remote or office-based employees if they’d like an extra hour or two in their day; that’s sure to garner a definite “yes” response, and the new system will be welcomed.
Digital transformation is an irrepressible force, yet it is certainly a force for good when handled correctly with the right partner.
BlueSky Business Aviation News | 7th May 2026 | Issue #841
