FBO SMS Success with SMS Pro: A Case Study

The Challenge: Safety Management in a Dynamic FBO Environment

Coastal Aviation Services operated at a busy regional airport, serving general aviation, corporate jets, and occasional charter flights. With 80 employees, including 25 line service technicians and 10 customer service staff, Coastal handled over 10,000 aircraft movements annually. Despite its strong service reputation, Coastal’s SMS was underdeveloped, struggling to meet FAA and industry safety standards. The following challenges hindered its safety program:

• Low Safety Reporting Rates: Coastal’s hazard identification process relied on paper forms and email submissions, resulting in only 5–8 safety reports per month. Line technicians often skipped reporting due to time constraints, leaving incidents like fuel spills or ground equipment mishaps undocumented, increasing operational risks.
• Compliance and Audit Struggles: Preparing for safety audits was labor-intensive. Coastal’s two-person safety team spent weeks gathering records, often finding gaps in documentation. A 2023 IS-BAH audit identified non-conformities in risk assessment processes, prompting urgent action to avoid losing client trust.
• Resource Constraints: With limited staff, Coastal struggled to implement proactive risk management. Safety tasks competed with daily operations like fueling and aircraft towing, leaving little time for training or trend analysis, weakening compliance efforts.
• Disorganized Data Management: Safety data was scattered across spreadsheets and paper logs, hindering effective performance monitoring. This fragmentation obscured trends, such as a 10% rise in ramp incidents in 2022, which went unaddressed until a minor collision occurred.

These obstacles threatened Coastal’s compliance, safety, and reputation. As noted in our blog on general aviation safety practices, FBOs require integrated systems to manage diverse safety challenges effectively.

"Our safety processes were reactive and disorganized. We needed a system that could keep up with our operations without overwhelming our team," said Sarah Mitchell, Coastal’s Safety Coordinator.

The Solution: SMS Pro’s FBO-Optimized Framework

In March 2024, Coastal partnered with SMS Pro, a cloud-based aviation SMS software designed for FBOs. SMS Pro’s user-friendly interface, scalability, and affordability addressed Coastal’s operational and budgetary needs. Implementation occurred over three months, starting with a gap analysis, followed by staff training, and concluding with a full rollout by June 2024. Below are the key solutions SMS Pro provided:

Streamlined Safety Reporting

SMS Pro’s confidential reporting system transformed Coastal’s safety reporting process. Technicians could submit reports via mobile devices, even during busy shifts, with an interface that reduced submission time to under 2 minutes. Anonymous reporting options increased trust, encouraging more submissions. By August 2024, monthly safety reports rose by 60%, from 8 to 12.8 on average, aligning with strategies in our blog on developing hazard reporting systems.

Efficient Audit Preparation

The auditing system automated compliance tasks, offering IS-BAH and FAA-compliant templates. Centralized record-keeping and real-time audit trails eliminated documentation gaps, cutting preparation time by 70%, from three weeks to five days. This efficiency enabled Coastal to pass its 2024 IS-BAH audit with no findings, boosting client confidence.

Robust Training Initiatives

SMS Pro’s training system provided online modules tailored to FBO roles, covering ramp safety, fuel handling, and risk assessment. Over 90% of Coastal’s staff completed initial training within five weeks, with automated recurrent training schedules ensuring compliance. This upskilling fostered a proactive safety culture, as employees felt empowered to report hazards, a practice reinforced in our blog on building safety training libraries.

Actionable Data Insights

The risk management system delivered real-time analytics and customizable dashboards. By aggregating data from safety reports and operational logs, SMS Pro identified trends, such as recurring fuel spill risks, which were reduced by 35% through revised fueling protocols. These insights enabled Coastal to monitor key performance indicators (KPIs) and make data-driven decisions, enhancing safety and efficiency.

SMS Pro’s role-based access ensured that safety coordinators, technicians, and managers had tailored system views, improving usability while maintaining security. The cloud-based platform required no additional IT infrastructure, aligning with Coastal’s lean operation. The value of such a system for FBOs is detailed in our blog on promoting safety in small aviation operations.

"SMS Pro gave us a clear view of our safety risks and the tools to address them efficiently," Mitchell noted.

Results: Redefining FBO Safety Excellence

By September 2024, six months after implementation, SMS Pro had delivered transformative outcomes for Coastal Aviation Services, establishing a new benchmark for FBO safety:

• Flawless Audit Performance: Coastal passed its 2024 IS-BAH audit with zero findings, enhancing its reputation and avoiding potential penalties.
• Faster Incident Resolution: Safety issue resolution time dropped by 50%, from 10 days to 5 days, due to automated workflows and real-time alerts.
• Enhanced Safety Culture: Anonymous reporting and training increased employee participation, with 75% of staff submitting safety reports by Q3 2024, up from 30%.
• Cost Savings: Automation saved 12 administrative hours weekly, equating to $20,000 in annual labor cost reductions, freeing resources for operational improvements.
• Business Growth: Coastal secured contracts with two new corporate clients, adding $800,000 in annual revenue, as its robust SMS attracted safety-conscious operators.

These results demonstrate SMS Pro’s ability to deliver measurable value for FBOs, turning safety challenges into competitive advantages. Coastal’s success highlights the importance of tailored SMS solutions, as discussed in our blog on promoting safety in small aviation operations.

Key Takeaways for FBO Safety Managers

Coastal’s transformation offers actionable insights for FBOs aiming to enhance their SMS programs:

• Simplify Reporting: Mobile-friendly, anonymous reporting systems increase participation, providing critical safety data.
• Automate Compliance: Tools like SMS Pro’s auditing system streamline regulatory requirements, saving time and ensuring accuracy.
• Prioritize Training: Role-specific training empowers staff to engage with the SMS, fostering a proactive safety culture.
• Harness Data: Real-time analytics enable trend identification and risk mitigation, enhancing safety and efficiency.

By adopting these strategies, FBOs can replicate Coastal’s success, achieving compliance, safety, and growth. SMS Pro’s flexibility makes it an ideal solution for FBOs of all sizes, as demonstrated by Coastal’s journey.