FES engaged with these users directly and was able to turn this negative into a positive…
A firm that specializes in aeronautical communications systems counted many of the world’s most prestigious ANSPs as their customers, but they were missing just one very important one – the ANSP of their home country. In nearly every meeting with prospective customers the question would undoubtedly be asked “What are you doing at home?” or “Why doesn’t your own country use your product?”
In fact they had worked with their home ANSP many years ago, but the relationship had somewhat dissolved over time with each going in their own direction. Both had good intentions, but there was almost no communications between them and this fostered a lack of trust.
FES was brought on to re-establish contact with this ANSP with the goal of not only securing new business, but also turning them into a foundation customer. FES was already well established with management at this ANSP and just our involvement immediately helped to bridge the gap in trust and repair relationships. It turns out that the ANSP was still operating some legacy technology provided by the client, but it had been unsupported for over 10 years and as a result wasn’t providing the best impression to the frontline users. FES engaged with these users directly and was able to turn this negative into a positive through the prospect of a business relationship improving their user experience
FES successfully removed the barriers and the client signed a large contract with the ANSP to replace one of their legacy systems with a long-term maintenance commitment. This was achieved extremely quickly with just over one year passing from the start of the engagement to the signing of the contract. But this is not the end – the goal was to make them a core customer and discussions are already ongoing on a much larger contract to co-develop an integrated system. Stay tuned.