IT Services

Client Background

A prominent North American business aviation firm managing a high-traffic FBO network sought to improve the efficiency, visibility, and standardization of its ground operations and financial processes across multiple locations.

The client had recently onboarded a third-party aviation operations platform but faced hurdles in maximizing its full capabilities.

Despite investing in a digital platform to unify operations and finance, the client continued to encounter below issues:-

• Disconnected workflows across departments, third parties and stations
• Time-consuming reconciliation processes
• Inconsistent usage of system modules
• Bottlenecks in communication between ramp, operations, and finance teams

The organization required a transformation partner with proven business aviation experience, to optimize adoption and improve process integration.

Global Wave Dynamics, with deep expertise in aviation systems and ground operations, collaborated with the client to:

The team also enabled integrations with finance tools, scheduling systems, and digital infrastructure, ensuring enhanced usability without disrupting ongoing operations.

• Resistance to new systems by legacy users
• Fragmented data inputs across regional locations
• Transition risk during peak seasonal operations
• Initial underutilization of automation and reporting features

• 30% reduction in reconciliation and processing time
• Full visibility across operational and financial workflows
• Consistent usage of automation, alerts, and reporting tools
• Improved collaboration between field teams and central functions
• Increased ROI from the technology investment within six months

Client Background

A Houston-based company struggled with the high costs and needed help maintaining adequate IT support during night shifts. Operating in Houston, their IT support teams had to work during off-peak hours, making it expensive to hire and retain skilled professionals. Consistent IT support during the Houston night ensured smooth operations and minimal downtime.

• High Operational Costs: Finding IT resources for Houston night shifts proved expensive.
• Limited Availability of Skilled Professionals: More qualified IT professionals are needed to work night shifts
• Operational Gaps: The absence of IT support during the Houston nighttime led to service gaps, causing delays in addressing technical issues.

Global Wave Dynamics proposed an IT outsourcing solution to address these challenges, leveraging their ability to provide round-the-clock support.

• Process Mapping & Metric Implementation:

  Global Wave Dynamics started by analysing the existing IT processes, identifying bottlenecks, and implementing key performance metrics to monitor, track, and manage support activities efficiently.

• Follow-the-Sun Model:

  To ensure 24×7 support, Global Wave Dynamics created a “follow-the-sun” team in India to cover Houston’s night shifts. This eliminated the need for local night-time staffing while maintaining uninterrupted IT service.

• Leadership Recruitment:

  A senior IT professional was hired in India to lead the outsourcing initiative. This leader was responsible for establishing the team, onboarding talent, and setting up the training infrastructure to ensure consistent, highquality support.

• Development of Standard Operating Procedures (SOPs) and Turnaround Times (TATs):

  With undefined IT processes, Global Wave Dynamics worked closely with the client to create clear SOPs and TATs. These guidelines helped streamline processes, allowing for the tracking and comparison of performance metrics across the team.

• Time Zone Differences: Coordinating between the Houston and India-based teams posed communication and workflow synchronisation challenges, especially during the transition phase.
• Undefined IT Processes: The client’s existing IT support processes were largely undocumented, requiring the creation of new procedures from scratch.
• Building a Scalable Team: Recruiting, training, and establishing a capable team that could handle 24x7 support required meticulous planning and execution.

• Pilot Success to Full-Scale Operations: The initiative began with a pilot program involving two team members in India. This grew into a team of over ten highly skilled professionals who now provide comprehensive 24x7 IT support.
• Improved Process Monitoring: Refined SOPs and tracking metrics were introduced, enabling the company to measure employee performance, response times, and the overall effectiveness of IT support.
• Operational Excellence: The outsourced IT team has proven its value, particularly during system challenges, new IT deployments, and audit or certification processes.

• Cost Savings: The client significantly reduced operational costs by outsourcing IT support to India while maintaining service continuity.
• Improved Performance and Responsiveness: The team’s contributions during critical projects and challenges ensured smooth operations without downtime.
• Scalability and Flexibility: The client now has a scalable support structure, which enables it to handle higher volumes of IT issues without increasing local staffing needs.

A leading aviation services provider managing a large vendor network across multiple regions faced growing challenges maintaining accurate, compliant, and up-to-date vendor data. Manual processes, outdated spreadsheets, legacy and disconnected systems created inefficiencies, fragmented records, duplication, and audit risks.

Over time, several issues became critical:

• Inconsistent Vendor Records: Data existed across multiple systems, causing duplication and inaccuracies.
• Limited Verification Controls: No structured process to authenticate vendors or flag outdated profiles.
• Compliance Risks: Expired licenses and certifications were not tracked systematically.
• Communication Delays: Outdated contact details and manual coordination slowed responses.
• Inefficient Onboarding: Manual processes increased turnaround times and created data gaps.

These inefficiencies reduced transparency, impacted compliance readiness, and limited the organization’s ability to make timely, data-driven procurement decisions.

Global Wave Dynamics designed and deployed a next-generation Vendor Management System (VMS) integrated with a secure vendor collaboration portal to streamline the vendor lifecycle from onboarding to compliance.

Key Actions Implemented

• Centralized Repository: Unified vendor data into a single, structured system accessible company-wide. Automated Verification & Onboarding: Ensured only authentic vendors are onboarded through embedded validation workflows.
• Smart Compliance Alerts: Proactive notifications for renewals, document expiries, and mandatory updates. Self-Service Portal: Empowered vendors to manage and update their information, pricing, and certifications.
• Real-Time Synchronization: Achieved seamless updates between internal systems and vendor submissions.

The new system established a single source of truth for all vendor information — enhancing visibility, governance, and collaboration.

Transitioning from legacy systems to a modern digital platform involved addressing key operational and technical challenges:

• Data Cleansing & Standardization: Removal of outdated, duplicate, and inconsistent vendor records.
• Field Mapping & System Integration: Aligning legacy fields and ensuring smooth interoperability with finance and operations systems.
• Change Management: Driving adoption among internal teams and vendors through phased rollout and training.

Despite these challenges, Global Wave Dynamics ensured a seamless implementation with minimal disruption to ongoing operations.

The new Vendor Management System redefined vendor operations, transforming a fragmented, manual process into a streamlined digital framework.

• Accelerated onboarding cycles
• Significant drop in compliance-related risks
• Improved transparency and audit readiness
• Scalable foundation for future process automation

Leveraging its expertise in IT modernization, finance transformation, and back-office optimization, Global Wave Dynamics delivered a solution tailored to the aviation and logistics ecosystem, combining technology, governance, and process efficiency. As a result, a future-ready Vendor Management System that strengthens data reliability, vendor authenticity, and operational control, enabling smarter, faster, and safer business decisions was developed and implemented.