Consumer-Focused WeChat Experience: WeChat platform to simplify HVAC education using layman-friendly content, interactive tools, and lead generation features.
Sales Tool for Dealers: A tablet-based app supports daily sales operations with product information, customer assessment tools, lead management, and post-sales follow-up systems.
Interactive Product Matching: A built-in questionnaire helps consumers find the right HVAC system based on room size, air quality, and family needs — enhancing dealer conversations.
MGM Incentive Program: An integrated program rewards dealer sales reps for successful referrals and offers in-app training, certification, and performance tracking.
In the world of consumer appliances, HVAC (heating, ventilation, and air conditioning) systems are often misunderstood and underappreciated—until they’re urgently needed. For Carrier, a global leader in high-performance climate solutions, the challenge in China wasn’t just about selling air conditioners — it was about simplifying a highly technical category and empowering both consumers and dealers with the tools they need to make confident, informed decisions.
Carrier partnered with Fugu to transform the way HVAC products are discovered, discussed, and sold. The result: a dual-track digital ecosystem consisting of a WeChat-based consumer platform and a dealer-facing sales app — both designed to demystify HVAC for everyday users and supercharge sales performance across China.
Carrier’s traditional marketing efforts in China were focused heavily on offline retail and dealer relationships. However, the brand faced a number of digital-era challenges:
To stay competitive in a rapidly digitizing market, Carrier needed a mobile-first solution that could address both sides of the value chain: the end customer and the sales channel.
The first step was to revamp Carrier’s WeChat presence into a comprehensive customer engagement platform. Fugumobile developed a WeChat Mini Program that was designed to educate, guide, and convert users — all within the app ecosystem Chinese consumers use every day.
Key Features:
Technical HVAC jargon was replaced with relatable, visually-led explanations focused on comfort, air quality, and energy efficiency — making it easier for non-experts to understand value propositions.
Users could complete a short questionnaire based on factors like room size, family health concerns, and noise sensitivity. Based on inputs, the tool recommended the most suitable HVAC system from Carrier’s lineup.
Once users selected a product, they could submit an inquiry or request a callback. These leads were automatically routed to nearby dealers, ensuring timely follow-up and accurate attribution.
Seasonal promotions and awareness content helped build engagement while driving consideration during key shopping periods (e.g. summer heat waves, post-renovation seasons).
To support Carrier’s dealer network, Fugumobile built a dedicated tablet-based sales app designed to serve as a daily-use tool for in-store representatives and field sales teams.
Sales App Highlights:
Reps could access detailed specs, visuals, and selling points for each product, with side-by-side comparisons to help answer customer questions on the spot.
A built-in questionnaire helped guide reps through a consultative sales process — mirroring the WeChat experience but tailored for face-to-face interactions.
The app allowed salespeople to input new leads, track status, and set follow-up reminders, creating continuity from first contact to installation.
Reps could assist with warranty registration, schedule maintenance, and collect customer feedback — all from within the app interface.
To ensure adoption and motivation within the dealer network, Carrier introduced a Member-Get-Member (MGM) program integrated into the WeChat platform. It included:
Sales reps could refer leads via the app and receive credit for each successful conversion.
Reps could view personal sales metrics, referral bonuses, and rank within their region — adding a gamified layer to daily performance tracking.
Online training modules and quizzes helped ensure product knowledge was consistently high across the network, and certification badges boosted customer trust.
Carrier’s dual-platform solution delivered significant results across both consumer and channel touchpoints:
Simplified product discovery for consumers through intuitive digital tools
Increased lead quality and quantity via WeChat and in-store channels
Empowered dealer reps with real-time tools and training content
Improved sales tracking and performance transparency across the network
Strengthened brand positioning in an increasingly digital-first market
By integrating both customer engagement and sales enablement into a single connected strategy, Carrier built a platform that meets the needs of modern Chinese consumers — and the people who serve them.
For a brand rooted in technical innovation, Carrier’s WeChat and dealer platform rollout is a powerful example of how digital transformation isn’t just about tech — it’s about making the complex feel accessible, and ensuring that every step of the buyer journey feels informed, seamless, and supported.
Consumer-Focused WeChat Experience:
WeChat platform to simplify HVAC education using layman-friendly content, interactive tools, and lead generation features.
Sales Tool for Dealers:
A tablet-based app supports daily sales operations with product information, customer assessment tools, lead management, and post-sales follow-up systems.
Interactive Product Matching:
A built-in questionnaire helps consumers find the right HVAC system based on room size, air quality, and family needs — enhancing dealer conversations.
MGM Incentive Program:
An integrated program rewards dealer sales reps for successful referrals and offers in-app training, certification, and performance tracking.
In the world of consumer appliances, HVAC (heating, ventilation, and air conditioning) systems are often misunderstood and underappreciated—until they’re urgently needed. For Carrier, a global leader in high-performance climate solutions, the challenge in China wasn’t just about selling air conditioners — it was about simplifying a highly technical category and empowering both consumers and dealers with the tools they need to make confident, informed decisions.
Carrier partnered with Fugu to transform the way HVAC products are discovered, discussed, and sold. The result: a dual-track digital ecosystem consisting of a WeChat-based consumer platform and a dealer-facing sales app — both designed to demystify HVAC for everyday users and supercharge sales performance across China.
Carrier’s traditional marketing efforts in China were focused heavily on offline retail and dealer relationships. However, the brand faced a number of digital-era challenges:
To stay competitive in a rapidly digitizing market, Carrier needed a mobile-first solution that could address both sides of the value chain: the end customer and the sales channel.
The first step was to revamp Carrier’s WeChat presence into a comprehensive customer engagement platform. Fugumobile developed a WeChat Mini Program that was designed to educate, guide, and convert users — all within the app ecosystem Chinese consumers use every day.
Key Features:
Technical HVAC jargon was replaced with relatable, visually-led explanations focused on comfort, air quality, and energy efficiency — making it easier for non-experts to understand value propositions.
Users could complete a short questionnaire based on factors like room size, family health concerns, and noise sensitivity. Based on inputs, the tool recommended the most suitable HVAC system from Carrier’s lineup.
Once users selected a product, they could submit an inquiry or request a callback. These leads were automatically routed to nearby dealers, ensuring timely follow-up and accurate attribution.
Seasonal promotions and awareness content helped build engagement while driving consideration during key shopping periods (e.g. summer heat waves, post-renovation seasons).
To support Carrier’s dealer network, Fugumobile built a dedicated tablet-based sales app designed to serve as a daily-use tool for in-store representatives and field sales teams.
Sales App Highlights:
Reps could access detailed specs, visuals, and selling points for each product, with side-by-side comparisons to help answer customer questions on the spot.
A built-in questionnaire helped guide reps through a consultative sales process — mirroring the WeChat experience but tailored for face-to-face interactions.
The app allowed salespeople to input new leads, track status, and set follow-up reminders, creating continuity from first contact to installation.
Reps could assist with warranty registration, schedule maintenance, and collect customer feedback — all from within the app interface.
To ensure adoption and motivation within the dealer network, Carrier introduced a Member-Get-Member (MGM) program integrated into the WeChat platform. It included:
Sales reps could refer leads via the app and receive credit for each successful conversion.
Reps could view personal sales metrics, referral bonuses, and rank within their region — adding a gamified layer to daily performance tracking.
Online training modules and quizzes helped ensure product knowledge was consistently high across the network, and certification badges boosted customer trust.
Carrier’s dual-platform solution delivered significant results across both consumer and channel touchpoints:
Simplified product discovery for consumers through intuitive digital tools
Increased lead quality and quantity via WeChat and in-store channels
Empowered dealer reps with real-time tools and training content
Improved sales tracking and performance transparency across the network
Strengthened brand positioning in an increasingly digital-first market
By integrating both customer engagement and sales enablement into a single connected strategy, Carrier built a platform that meets the needs of modern Chinese consumers — and the people who serve them.
For a brand rooted in technical innovation, Carrier’s WeChat and dealer platform rollout is a powerful example of how digital transformation isn’t just about tech — it’s about making the complex feel accessible, and ensuring that every step of the buyer journey feels informed, seamless, and supported.
