In this transcribed episode of the Used Car Dealer Podcast, Zach engages in an insightful conversation with Ryan Maher, CEO of BizzyCar. They discuss the broken recall management system, how BizzyCar’s AI-powered platform is transforming the process for OEMs, dealers, and consumers, and what this means for safety and compliance.
Zach: Zach here. And today, we're excited to welcome Kristen Campbell, VP of Account Services at Montway. Kristen is here to share how Montway's service-focused approach is streamlining the auto transport and logistics landscape. So, Kristen, really appreciate you coming on the podcast today.
Kristen: Yeah, Zach, thanks for having me. Good to meet you and excited to talk.
Zach: So tell us a little bit about your professional journey and how it led to your current role at Montway, and also what exactly you do at Montway as well.
Kristen: Sure. I was born and raised in the Metro Detroit area, meaning the automotive industry is basically part of our culture and everyday life. When I graduated with my bachelor's degree in public relations, it was during a recession—there weren’t many PR roles available. I reached out to friends and family, and a few of them were at Enterprise Rent-A-Car, which was hiring again. I applied for the management training program and continued my career there for about 11 years. Then, about three years ago, I decided to make a change and started at Montway. I was originally hired to manage our largest B2B customer. Three years later, I’m managing a whole team of account coordinators and account managers, providing excellent customer service to our largest customers.
Zach: How have your past experiences—both in and outside of auto—shaped the way you approach serving clients at Montway?
Kristen: I like to see myself as a consumer and understand how many options are out there. I’m choosing where to spend my time and money, so I approach our customers and carriers the same way. It really goes back to treating others and treating customers how you want to be treated.
Zach: For listeners who might not be familiar, could you describe what Montway does for dealers, and what sets it apart in the automotive logistics space?
Kristen: Montway is a transportation provider. We service retail customers, we have relocation services, and then there’s our B2B division, which is the world I live in. What sets us apart is the team we’ve built here at Montway and the relationships we’ve cultivated with our accounts and customers.
Zach: What are some of the biggest challenges you see facing the auto transport industry today, especially for fleet managers and dealers?
Kristen: One challenge is accidents during transport, which can incur more expenses and costs for customers. Another is competition—there are other options out there similar to Montway, so it’s important to differentiate ourselves. Lastly, technology is a challenge across both transportation and dealership spaces.
Zach: How is Montway working to address these challenges, and what solutions can you present that help streamline operations for dealers and fleet managers?
Kristen: For accidents, Montway has its own compliance and claims team that vets carriers and their insurance before transporting. If an accident happens, we get ahead of it to make the process less cumbersome for customers. My account management team and the compliance and claims team collect all the info needed to expedite claims. On the competition side, my account services team tailors our service level to each customer’s needs—providing data, reporting, and proactive communication. We know issues will arise, so we stay ahead of them. And with technology, we encourage customers to use our MAP portal (Montway Auto Transportation Portal) for added efficiency. Ultimately, we still believe transparent communication is key.
Zach: Any good customer stories where Montway really went above and beyond?
Kristen: We have many, but I want to highlight a recent initiative: We created a team that specifically supports our field sales customers, primarily dealers. We have a dedicated phone number they can call or text, because dealers aren’t always in front of a computer. This team provides a more tailored approach, and we’ve also expanded our operating hours to handle growth in this area.
Zach: In your view, how can dealers and fleet managers collaborate more effectively to improve efficiency, reduce costs, and enhance the overall customer experience?
Kristen: It boils down to communication. When we start with a new customer, our entire team is made aware of what’s important to them. We regularly review performance results and ask for feedback. We want a real partnership, not just transactional business.
Zach: How do tech advancements, like AI, factor into Montway’s solutions, and what innovations should we expect going forward?
Kristen: One of our technology platforms, MAP, uses AI to help with pricing and give customers the best rate. In the future, we’ll continue developing features for lane planning and route mapping. That’s what we can share for now, but we’re excited for where it’s heading.
Zach: With the growing adoption of EVs, are you seeing new logistical challenges—like battery handling or charging infrastructure—that Montway needs to consider? And how does the EV market influence your strategy?
Kristen: For EVs, it mainly affects load capacity, meaning a smaller load factor. We also have to ensure batteries are charged, similar to checking if a gas tank is empty. We’ve moved EVs but haven’t seen them interrupt the supply chain much. They’re not heavy in the wholesale market yet, so no major impact on our process right now.
Zach: Another question regarding Montway’s services—if you’re a small used-car dealer with a single store, do you still work with them and how does your approach differ from larger partners?
Kristen: My team supports some smaller dealers, but we primarily have an inside sales team that handles that. I’m always happy to help where I can, though. But yes, smaller dealers typically go through our inside sales department.
Zach: As we look ahead, what’s on the horizon for Montway and the auto transport industry as a whole? Any emerging trends or opportunities you’re excited about?
Kristen: I’m always excited about starting a new year. For 2025, Montway will continue growing our customer base and adding new business. We’ll keep prioritizing our customers’ needs and work on new efficiencies—like evolving our MAP portal with enhancements like a centralized dashboard to help customers control costs and monitor transport time. There’s a lot to look forward to.
Zach: Really exciting. Anything else you want to mention for the audience? Any upcoming conferences for Montway?
Kristen: Some of my colleagues—Mike Trudeau, Mary Bartlett, Dave Sutton—will be at NADA this year. I probably won’t make it, but it’s always an exciting time for our team. If anyone has questions, they can reach out to me or anyone else at Montway.
Zach: Awesome. Kristen, really appreciate you coming on the podcast today. Thank you!
Kristen: Thank you!