Facing intensifying demands for energy-efficient materials, an evolving labor landscape, and increasingly sophisticated customer expectations, building product manufacturers must deliver more than just materials—they must deliver seamless experiences. Carlisle Companies was already ahead of the curve. For more than a century, Carlisle has combined scale, innovation, and operational excellence through the Carlisle Operating System to ensure customers get the right product, at the right place, at the right time.
As part of its Vision 2030 strategy, Carlisle is focused on being the supplier of choice for energy-efficient building envelope solutions while creating superior value for shareholders, customers, and employees alike. With $5 billion in revenue, a 26.6% adjusted EBITDA margin, and a portfolio that spans roofing membranes, insulation, metal roofing, and waterproofing technologies, Carlisle operates as a pure play building products manufacturer with both financial strength and industry leadership.
Its two divisions, Carlisle Construction Materials (CCM) and Carlisle Weatherproofing Technologies (CWT), bring customers a total building envelope solution. CCM focuses on commercial replacement and remodeling, while CWT serves both residential and commercial markets, including national partnerships with leading retailers like The Home Depot. The two businesses execute a broad range of B2B go-to-market strategies through independent reps, distribution, and direct to contractors, while supporting B2C sales and marketing strategies in close partnership with big-box retailers.
Building on Strength: A Platform for Visibility and Connection
Even with its strong market position, Carlisle recognized an opportunity to further unify the customer experience across brands, regions, and channels. While its people delivered daily on Carlisle’s promise of responsiveness, tools and processes varied—sometimes making it difficult to capture feedback systematically and to provide the Amazon-style transparency customers increasingly expect.
In 2022, Carlisle partnered with SAP to begin a phased rollout of a unified customer experience (CX) platform. By 2024, SAP Commerce Cloud, Sales Cloud, and Service Cloud were live across CCM brands, creating end-to-end visibility from the first quote request to the final warranty claim.
“Consistency is at the heart of the Carlisle Experience,” said Tiffany Anderson, Enterprise Systems Solution Manager at CCM. “The new platform doesn’t replace the relationships our teams have built—it enhances them by giving customers a smoother, more transparent way to engage with us.”
Change Management: Powered by People and Vision
Carlisle’s approach to CX transformation reflected its culture of continuous improvement. Subject-matter experts across the business played central roles in testing, refining, and launching the platform. Leaders invited customers directly into the design process, ensuring that features reflected real-world needs.
“We are very intentional in how we partner with the business,” explained Andrew Dale, Director of IT Transformation. “This wasn’t just about software. It was about making data accessible, actionable, and even enjoyable so our people can spend less time collecting data and more time helping customers succeed.”
Carlisle invited key customers into user testing, which helped refine use cases, streamline user flows, and prioritize critical process steps to ensure Carlisle was both improving the overall customer experience and perfecting the process steps that mattered most.
That spirit of collaboration makes Carlisle an exciting place to work, Dale noted. Employees aren’t just running systems—they’re helping reimagine the future of the building envelope industry, shaping how contractors, distributors, and homeowners experience Carlisle every day.
Continuous Improvement: A Vision for 2030 and Beyond
By early 2025, roughly 80% of Carlisle’s business was running on the new CX platform. Quality case capture surged nearly 100%, not because problems increased, but because Carlisle now systematically collects and analyzes customer feedback—data that feeds directly into product innovation and the Carlisle Operating System’s continuous-improvement cycle.
That continuous improvement cycle includes an ongoing CX platform refinement process executed through four-week sprint cycles led by Carlisle’s long-term SAP partner, Knack Systems. The combined Carlisle and Knack Systems teams feed customer surveys and service data directly into the product backlog, ensuring new features reflect real-world use.
The next significant project for the CX team is to deploy increased B2C capabilities. Because B2C was a known upfront requirement, Carlisle architected the CX platform to scale B2C capabilities without the need for re-platforming—even though the initial deployment focused on B2B.
Looking ahead, Carlisle is preparing to extend quoting through to delivery with Configure, Price, Quote (CPQ) capabilities, consolidating two-thirds of the customer journey into a single, unified platform.
This investment in customer experience aligns with Carlisle’s Vision 2030: delivering solutions for the energy-efficient buildings of the future, empowering employees to innovate, and creating long-term value for all stakeholders.