Why This Matters to Distributors: The milestone highlights the growing role of digital commerce in HVAC distribution and provides a benchmark for distributors investing in online sales platforms.
Carrier Enterprise said digital channels now generate more than 60% of its revenue, a milestone the HVAC distributor said comes after 12 years of investment in digital commerce and customer-facing technology.
The company said its digital transformation began after recognizing that consumer e-commerce was changing expectations among HVAC contractors, who increasingly wanted 24/7 access to pricing, inventory availability, and ordering capabilities from mobile devices.
Carrier Enterprise said it approached the initiative as a companywide effort rather than an information technology project, focusing on people, technology, and process improvements.
The distributor said it developed internal teams with expertise in its products, operations and customers while partnering with a technology provider to build its e-commerce platform. The company also established a customer service group dedicated to supporting online transactions and live chat requests.
On the technology side, Carrier Enterprise said it implemented a product information management platform and an e-commerce platform designed for HVAC distribution. The company said it now uses artificial intelligence tools to improve site search and provide faster access to product and inventory information.
Carrier Enterprise said digital commerce requirements also prompted changes to customer registration, inventory management, and order fulfillment processes, reducing manual steps and improving efficiency.
According to the company, its ecommerce platform provides 24/7 access in English, Spanish and French and includes customer-specific pricing, product availability and order history information on desktop and mobile devices.
The company said customer feedback led to the development of HVAC-specific features, including matched residential, commercial, and ductless equipment configurations, parts lookup capabilities, and visibility into superseded and substitute products.
Carrier Enterprise also highlighted its Delivery Express program, which allows customers to schedule same-day delivery of equipment, parts, and supplies to job sites during checkout.
The company said artificial intelligence is also being used in customer support functions, including live chat tools that answer frequent questions and transfer more complex inquiries to employees.
“Reaching 60% of our revenue through digital channels is an achievement we share with our customers,” says Vincent Mugavero, senior vice president of digital and enterprise services. “This is a reflection of their trust in us to evolve, innovate, and continue delivering the value they depend on.”
Carrier Enterprise, a Watsco company, operates 200 locations across 28 states, Puerto Rico, the Caribbean, Latin America, Mexico, and Canada. The company distributes Carrier, Bryant and other HVAC and refrigeration equipment brands, along with aftermarket parts, supplies, and accessories.
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