Cool Supply Chain Solutions: How Carrier Achieved Double-Digit Growth with ketteQ + Salesforce

Carrier, a global leader in heating, air conditioning, and refrigeration equipment and services, generates $20B in revenue across 20 diverse brands. Their multi-billion-dollar parts business supports tens of thousands of part numbers, thousands of suppliers, and a vast network of hundreds of distribution locations. However, forecasting demand, setting inventory levels, and making replenishment decisions were significant challenges handled by fragmented teams using inconsistent tools and processes.

Carrier’s leadership recognized the need for transformation. The newly appointed VP of IT declared, “I need to consolidate our 242 software vendors, and I’m looking in two places first: SAP and Salesforce.” This mandate, paired with the need for global visibility and consistent processes, drove Carrier to seek a service parts planning solution capable of supporting both local operations and a global center of excellence.

After a competitive evaluation that included demonstrations, IT sessions, and business case development, ketteQ was selected and implemented in a pilot phase for a small business unit in China with five users. Following its success, Carrier expanded ketteQ licenses to include operations in Europe and the U.S., scaling to 20 users. Ultimately, Carrier adopted a global deployment, covering 50 users and additional services. With ketteQ’s adaptive supply chain planning capabilities, Carrier achieved double-digit growth in its parts business while reducing inventory levels