Cross-functional collaboration with global coordination
AHI Carrier’s service teams have long been recognized for their strong technical capabilities and dedication to customer satisfaction. However, as customer expectations evolve, there was an opportunity to elevate the role of service personnel from problem-solvers to a more consultative, and value driven sales mindset.
The challenge
Recognizing the evolving landscape of customer engagement, AHI Carrier sought to enhance its service division’s approach to sales. Traditionally, this team operated reactively, addressing customer issues as they arose rather than proactively identifying additional value opportunities. To address this, AHI Carrier partnered with Mercuri International to develop and implement a value-based sales training program tailored specifically for this purpose.
The solution
Mercuri International began by bringing in a consultant with a strong background in service transformation. This ensured the program wasn’t just a generic sales course, but a practical and credible curriculum that resonated with AHI Carrier’s technically focused service engineers. The pilot was launched in Greece—home to one of AHI’s longest running service operations. The program was designed in Australia, managed from Sweden, and delivered in Greece.
“They understand your problem, they’re experienced, and they know this business that we’re in. I’ve only got good things to say about the experience.”
Iain Begg, AHI Carrier
The outcome
The training program delivered tangible improvements for AHI Carrier’s service business. Mercuri International’s value-based sales training for AHI Carrier proved to be a transformational initiative, shifting the mindset of service engineers from transactional responders to proactive advisors. Sales performance increased by 25% in the first year following implementation in Greece.
Looking ahead
The success in Greece has demonstrated a clear ROI, and with internal advocates emerging and processes institutionalized, AHI Carrier’s partnership with Mercuri International exemplifies the power of strategic, well-executed sales training in the service industry.
AHI Carrier, a global leader in heating, ventilation, and air conditioning (HVAC) solutions, operates in over 100 countries with a diverse portfolio of products and services. With a workforce of 500 employees across 30 offices worldwide, AHI Carrier provides both equipment sales and aftermarket services, including maintenance, repairs, and modernization solutions.
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