Carrier’s leaders recognized the need to innovate and committed to a bold, long-term transformation strategy that would change the way the entire business operated.
Tapping into new technologies, a connected ecosystem and more collaborative ways of working has allowed Carrier to continue realizing and tracking to its goal of general and administrative expense (G&A) reduction by US$700 million by 2023 (Carrier 700 program).
According to Gundeep Singh, Carrier Residential and Light Commercial CIO, “Our digital agenda and function has evolved from a mere IT support function a few years back to a forward-looking function that’s actively leading growth and transformation. We thank EY for being a great collaborator in this journey.”
Technology at speed: building the technology infrastructure for a more agile and resilient business
For Carrier to become a future-focused business primed for fast growth, the first step was creating the foundational elements necessary for a leading-class, digitally powered experience. Carrier began by working with EY to address the limitations of its legacy system. A new SAP HANA® solution was implemented helping to integrate multiple enterprise resource planning (ERP) systems from around the world. With all data now sitting in the cloud, on a single platform, Carrier and its customers can access information and make better-informed decisions.
Additionally, with a solid foundation of data in place, Carrier now has a 360-degree view of the needs of its customers and can turn data into actionable insights and identify opportunities to add value and drive growth.
Innovation at scale: connected services that drive value across the entire ecosystem
The introduction of a B2B e-commerce platform, Breeze, ensures Carrier can connect the value chain — empowering distributors and dealers with digital tools. Breeze allows these vital partners to provide customers with a high quality user experience: finding, ordering, tracking and installing parts in real time and enabling unprecedented levels of customer service. Additionally, it drives new revenue and efficiency opportunities. In fact, within the first few months, Breeze has improved Carrier's ability to deliver by improving fulfillment cycle times by 50% resulting in significantly elevated customer experience.