Carrier Enterprise shares how it reached a 60% share of sales through digital channels

Carrier Enterprise (CE), the joint venture between Watsco Inc. and the Carrier Corporation, released new details on how important digital sales have become for its heating, ventilation and air conditioning (HVAC) business.

CE, which is a distributor for HVAC systems, now credits digital channels for 60% of its total revenue. In doing so, CE laid out a series of moves it made to elevate the role digital systems would play for overall sales.

Fundamentally, CE characterized those digital priorities as related to people, technology and process.

How much of Carrier Enterprise’s revenue is attributed to digital sales?

“Reaching 60% of our revenue through digital channels is an achievement we share with our customers,” said Vincent Mugavero, senior vice president of digital and enterprise services at CE. “This is a reflection of their trust in us to evolve, innovate, and continue delivering the value they depend on.”

To reach its 60% milestone, CE said it first needed to put certain types people in place who knew and could learn about its products. It wanted staff who had deep awareness and could lead those sales operations. It distinguished that skill set from what ecommerce experts would have brought to the table. While technical skills were important, CE noted that ecommerce was positioned for success as an extension of this core business competency.

Ultimately, CE claimed that this approach has led to “six-second responses to live chat requests and efficient sourcing of backorders.” In its technology stack, the company credited its product information management (PIM) platform. It also cited its ecommerce platform as enabling digital results. Meanwhile, it sees artificial intelligence (AI) tools further improving capabilities in search and discovery for its customers.

Along the way, CE noted that has aligned its internal processes for registration, inventory management and order fulfillment with ecommerce demands. CE sees that alignment leading to new efficiencies.

CE’s history under Watsco and Carrier Corporation

In 2025, Watco cited digital commerce as being responsible for billions of dollars in HVAC sales, Those efforts date back to March 3, 2015. That was the day that Carrier Enterprise processed its first online order.

As of 2025, Watsco said CE handled 300 to 400 digital orders per hour, reaching 750,000 online orders annually.

Currently, CE has reached the point of being able to run its ecommerce platform 24 hours a day and seven days a week. It serves English-, Spanish- and French-speaking customers. Also, it has gone on to add order status, inventory status and customer-specific pricing features. All the while, it has worked to implement faster fulfillment options, which now include same-day two-hour delivery for equipment, parts and supplies. Fulfillment choices factor in jobsite options for time and location, selectable during checkout.

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