InformationWeek Magazine Recognizes Snap-on Incorporated for Innovation in Customer Service and Satisfaction

KENOSHA, Wis.--(BUSINESS WIRE)--Jan. 4, 2001--Snap-on Incorporated (NYSE: SNA) was recognized by InformationWeek magazine as one of the most innovative companies in building profitable and successful relationships with its customers. The acknowledgment is part of the "Innovation 100: The Customer Listing", a research project codeveloped by InformationWeek editors and Cap Gemini Ernst & Young consultants.

Snap-on was ranked No. 21 in InformationWeek's listing of the 100 most innovative companies in customer service and satisfaction. One innovative achievement cited was Snap-on's development of a comprehensive database of information and repair solutions for the vehicle service industry. The Snap-on(R) Tech Center accesses this database, built on real-life vehicle service needs and solutions, to provide over-the-phone diagnostics assistance to automotive technicians. And, as Snap-on completes its migration of software products to the Web, access to Snap-on's repair troubleshooting experts at the Snap-on(R) Tech Center will be only a click away, providing a full "voice and view" capability to help technicians through complex diagnostics and repairs step-by-step.

According to the magazine, a company had to demonstrate a pattern of technological, procedural, and organizational customer-centric innovation to make the Innovation 100 list. As part of the study, six core service areas were examined: Customer Services and Drivers; Data Management and Strategies; Customer Profiling; Leading Initiatives; Personalization Leaders; and Industry Comparisons.

Snap-on was founded on innovation and customer service. In 1920, Joseph Johnson and William Seidemann developed an innovative idea - an interchangeable socket wrench - and Snap-on was born. Soon after, Stanton Palmer and Newton Tarble joined the company and established close customer relationships by selling direct to customers at their place of business. Snap-on's founders established a culture dedicated to searching for new, productive solutions to meet customer needs. This culture is reflected in the InformationWeek recognition.

"In the United States, Snap-on dealers visit virtually every technician, in every automotive service shop, every week," said Al Biland, Snap-on's vice president and chief information officer. "This service is unparalleled in the industry and has allowed us to gain an intimate knowledge of how the work is performed.

"We've compiled this knowledge into one database that is updated on a daily basis to better serve our customers," said Biland. "If a technician is having difficulty diagnosing what is wrong with a vehicle, he or she can call the Snap-on(R) Tech Center for advice. Our customers tell us it is like having an additional master technician right in the repair shop." Going forward, Snap-on is committed to growing its franchised dealer van network and delivering additional innovative technology solutions to its customers.

In another effort to build on customer service and satisfaction, Snap-on recently launched its public Web site, www.snapon.com, a new e-commerce initiative with the potential to drive new business to its franchise dealer network while providing existing customers with 24x7 access. Print and online advertisements promoting the site can be found in select specialty consumer and trade publications.

Snap-on Incorporated is a leading global developer, manufacturer and marketer of tool and equipment solutions for professional tool users. Product lines include hand and power tools, diagnostics and shop equipment, tool storage products, diagnostics software and other solutions for the transportation service, industrial, government, education, agricultural and other commercial applications, including construction and electrical. Products are sold through its franchised dealer van, company direct sales and distributor channels. Founded in 1920, Snap-on is a $2+ billion, S&P 500 company headquartered in Kenosha, Wisconsin and employs approximately 14,000 worldwide.

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