At a Glance
Commercial and industrial heating, venting, air-conditioning, and building-automation systems
Adhering to the fundamental business philosophy of exceptional customer service, Colorado Climate Maintenance, Inc. (CCM) has grown from humble beginnings to become a leader in its field, with more than $3 million in annual revenue. Founded in 1997, CCM designs, installs, and services commercial and industrial heating, venting, air-conditioning, and building-automation systems in the Denver and nearby Colorado Springs metro areas. The company was originally based out of CEO Sam De Angelis’ home, but it soon had to relocate to a formal office space as business grew. CCM continues to grow at an annual rate of 15 percent, and, as a result, relocated to an even larger facility in summer 2010.
“While our new facility allows for growth, we never want to overextend ourselves,” De Angelis says. “We don’t want to grow for the sake of growth but instead want to take on new work in small, steady increments so we can continue to provide the service our customers have come to expect.” CCM doesn’t believe in hounding potential clients, so the company does not employ any sales representatives nor have a marketing department, nor does it pay for advertising nor develop promotional material. CCM service vehicles don’t even advertise the company’s phone number. Instead, the company takes pride in generating its business primarily through customer referrals and repeat business. “Approximately 75 percent of our business is from satisfied customers that have previously contracted with us,” De Angelis says. “We value our customers and strive to increase business solely through customer loyalty and customer referral.”
Top 5 CCM Products and Services
1. Packaged rooftop units are typically either Carrier- or Reem-brand.
2. Labor and repair on existing HVAC units is a service CCM is ready to provide almost any time of day.
3. Direct digital controls by ASI help maintain energy efficiency.
4. Energy-management systems by ASI are another way to maintain energy efficiency.
5. General repair parts, as needed for service, are kept by CCM in case of HVAC emergencies.
The company’s best practices support its service-focused strategy, and many of these practices rely on newer technology. For example, CCM began using mobile dispatching more than five years ago, a process that allows a complete file of information to be sent electronically to technicians in the field so that they have all the information needed at their fingertips—including digital photographs of the equipment at a site—before they reach their destination. CCM also added GPS to its entire fleet of service trucks approximately six years ago. This additional technology assists both dispatchers and technicians by allowing immediate searches to see where a technician is currently located and helping technicians reach their destinations more efficiently.
“We believe in embracing technology to make our work more efficient,” De Angelis says. “We want our frontline people to have what they need instantaneously so that customers don’t have to be called back or handed off to someone else but rather have a single point of contact that can coordinate all their needs.”
However, De Angelis doesn’t believe in technology replacing human interaction, which is why the company has a live operator answering the phone rather than an automated voice-greeting system. “We employ a live answering service so customers can talk to someone 24/7 if they have a problem,” De Angelis says. “Even after hours, our goal is to respond within minutes of a call.” Ultimately, while the company sees service as paramount, De Angelis says CCM’s dynamic, tech-savvy approach to business really helps the firm stay ahead on all fronts. “We are always seeking new ways to be more productive and to better serve and communicate with our customers,” De Angelis says. “For us, status quo is not an option.” ABQ