Problem

Carrier, a prominent OEM in the HVAC industry, faced a significant challenge due to fragmented data across multiple systems. This resulted in slow-loading pages, missed opportunities, and reactive services from HVAC dealers. Homeowners reported issues only when they occurred, leading to customer dissatisfaction.

The lack of holistic insights into homeowners, HVAC systems, and thermostats made it difficult for Carrier to deliver exceptional service to homeowners. They needed a comprehensive data unification strategy to address this challenge.

Learn more about our data unification strategy here.

Solution

To address the challenge of fragmented data and reactive services, Carrier implemented a comprehensive data unification strategy. They integrated homeowner profiles, HVAC system specifications, and thermostat telemetry into a centralized platform that became the foundation for proactive HVAC services.

Integrated Data: Carrier integrated data from multiple sources such as CRM systems, HVAC system records, and thermostat telemetry into a centralized repository of comprehensive data.
Data Cleansing and Enrichment: The collected data underwent rigorous cleaning and enrichment processes ensuring accuracy and completeness allowing for meaningful analysis and insights.
Real-time Data Feed: To enable proactive services real-time data feeds from thermostats were integrated including temperature fluctuations, system performance, and usage patterns.
Machine Learning and Predictive Analytics: Client ABC leveraged machine learning and predictive analytics to anticipate potential HVAC system issues by analyzing historical data and system behavior patterns developing predictive models for maintenance needs.
Alerts and Notifications: The platform was equipped to generate alerts and notifications for HVAC dealers when anomalies or potential issues were detected allowing them to proactively reach out to homeowners.

Impact

Proactive Services: With access to real-time data and predictive analytics, HVAC dealers could offer proactive maintenance and service recommendations. This led to enhanced customer satisfaction.
Enhanced Customer Experience: Homeowners appreciated the proactive approach, leading to improved customer loyalty and retention rates.
Data-Driven Decision-Making: Carrier used unified data to make informed decisions about product improvements and service offerings, ensuring alignment with customer needs.

"This comprehensive data unification strategy has had an incredible impact on our ability to deliver exceptional service to homeowners."

Team

Team Member #1 - Data Analyst
- Oversaw the integration of data from multiple sources into a centralized platform
- Cleaned and enriched collected data for meaningful analysis and insights
Team Member #2 - Machine Learning Engineer
- Leveraged machine learning and predictive analytics to anticipate potential HVAC system issues by analyzing historical data and system behavior patterns developing predictive models for maintenance needs.
- Built alerts and notifications into the platform for proactive services.

Carrier Improves Service with Data Unification