Case Study: Localized Business Travel Services
Situation
About Snap-on
Snap-on was founded in Wisconsin, United States, in 1920. After 91 years of innovation, challenges and development, it has become one of the largest manufacturers of professional tools and equipment in the world. Snap-on, an S&P 500 company, was listed on the New York Stock Exchange in 1941. The company owns several world-class brands in its targeted fields of application. Its sales network covers more than 150 countries and regions and its products are renowned in the world.
Business Needs
To rectify the inconsistent quality of travel management as a result of non-integrated services provided all over China, Snap-on needs a professional travel management company that is able to integrate its countrywide travel services. For this reason, Snap-on has chosen FCM’s services.
Solutions
Personalised Daily Services
FCM has assigned a designated travel consultant to serve Snap-on, providing personalised services that differ from standard services, and has comprehensive understanding of the specific needs and preferences of every Snap-on employee. For Snap-on’s VIPs in particular, the full-time travel consultant provides all kinds of personalized value-added services, such as selection of preferred flight seats, selection of meals, accumulation and redemption of mileage card points, and services that address other needs. These excellent services come with flexible quotations that are competitive.
Services provided to different Snap-on China branches
Snap-on China is made up of a trading company and factories. Each branch has its designated personnel who oversees making reservations. FCM’s service staff adapt to the reservation habits and needs of these designated personnel without any compromise on service quality. The management of Snap-on China is very particular when it comes to selection and provision of travel services. Initially, FCM had the chance to serve only Snap-on Trading (Shanghai) Co., Ltd. and its Beijing office. After Snap-on saw that the services provided by FCM were of consistent quality, it gradually began to introduce the services to its Kunshan and Zhejiang factories.
Regular Travel Reports and Follow-ups
FCM Account Managers send quarterly travel reports and propose analysis recommendations to Snap-on China’s administration team on a regular basis. It maintains good communication with Snap-on through regular follow-up visits; whenever there is any disagreement, FCM Account Managers will take immediate action to investigate and resolve the issue.
Results
FCM China began serving the Beijing office of Snap-on Trading (Shanghai) Co., Ltd., Snap-on Asia Manufacturing (Kunshan) Co., Ltd., and Snap-on Asia Manufacturing (Zhejiang) Co., Ltd. in April 2005, January 2006, and June 2011 respectively. In these ten years, FCM China has seen continuous increase in Snap-on’s travel needs as the company develops its businesses in the China region. Both parties have benefited from the good cooperation between them.