On this episode of Ask The Expert, we had the opportunity to sit down and chat with Carmen Coleman the Operations Initiatives Manager at ServiceMaster, where she drives strategic growth and operational excellence across the Restore and Clean brands. Carmen and Kayla dive into the evolution of CAT response in our industry. From drone technology to emergency management and hurricanes to fires, these ladies cover a lot of ground to share the most recent innovations to help you prepare for the 2026 seasons ahead.  

More about Carmen: she brings extensive expertise in leading cross-functional initiatives that align legal, operational, sales, training and commercial strategies across franchisees in North America. She played a pivotal role in implementing Quality Restoration Vendor (QRC) standards, developing operational manuals and launching several impactful programs that help enhance both internal processes and external customer service. She believes that by empowering franchise operators through data-driven insights, financial analysis and tailored sales strategies they can boost their profitability and performance.  

Here are key highlights from this episode:

• Technology advancements like drones, AI and Starlink have improved the restoration industry's ability to respond to CAT events allowing for faster assessment, better resource allocation and more efficient operations. 
• Climate change is significantly impacting the frequency, severity and unpredictability of natural disasters. The seasons are shifting, and events are occurring outside of their “normal” season which requires the industry to adapt and have a proactive approach. 
• Leveraging data, predictive modeling and real-time analytics is crucial for improving response outcomes. Carmen and her team partners with meteorological experts at Monarch. They provide insights that help guide their response and preparedness. 
• Post-disaster communication and coordination between businesses, emergency management and property owners is rapidly evolving. Case studies, sharing best practices and building strong relationships are vital to providing assurance and delivery white glove customer service. 
• The restoration industry must continue embracing technological change and adapting its processes to keep pace with the dynamic climate challenges. Staying open minded, collaborating and having a forward-thinking mindset with help the industry succeed.