Welcome to Sips & Software

Real Conversations. Real Impact.

Welcome to the First Episode

Every industry has conversations that deserve to be shared.

In the commercial transportation industry, those conversations often happen between colleagues, customers, partners, and professionals working every day to solve challenges, improve operations, and prepare for what's next. Sips & Software was created to bring those conversations to a broader audience.

Hosted by Jamie Hollinger, Manager of Sales and Revenue Operations at Karmak, the podcast explores the people, ideas, and technology shaping the commercial transportation industry. Through conversations with Karmak leaders, customers, partners, and industry professionals, each episode offers practical perspectives on leadership, customer success, business strategy, operational excellence, and emerging technology.

In this inaugural episode, Jamie introduces the vision behind the podcast, shares her own journey, and explains why meaningful conversations can create real impact across the industry.

What You'll Learn in This Episode

• Why Karmak launched the Sips & Software podcast
• Why the commercial transportation industry deserves greater recognition
• Jamie Hollinger's background and role at Karmak
• What listeners can expect from future episodes
• How conversations about leadership, technology, and customer success help organizations continue improving

Why the Commercial Transportation Industry Matters

Commercial transportation touches nearly every aspect of daily life, yet the organizations that keep goods, services, and equipment moving often operate behind the scenes.

Throughout the episode, Jamie reflects on the importance of recognizing the people working throughout the industry—from parts and service professionals to executive leadership—and the vital role they play in supporting customers and keeping businesses running.

Rather than focusing exclusively on software or technology, Sips & Software highlights the experiences, challenges, and opportunities shared by the people driving the industry forward.

More Than Software

While technology remains an important part of every conversation, Sips & Software is ultimately about people.

Future episodes will explore topics including customer success, leadership, operational strategy, employee ownership, emerging technology, and business management software, all through conversations designed to provide practical value rather than product demonstrations.

The goal is simple: create meaningful discussions that help listeners discover new ideas, learn from industry peers, and gain perspectives they can apply within their own organizations.

Looking Ahead

The first episode establishes the foundation for everything Sips & Software aims to become.

Future conversations will feature Karmak leaders, customers, technology partners, and other industry professionals discussing topics such as customer success, employee ownership, leadership, operational excellence, and the technology helping organizations adapt to changing business needs.

Whether you're responsible for parts, service, accounting, lease and rental, business operations, or executive leadership, the podcast is designed to provide practical insights that support continued learning and professional growth.

Key Takeaways

• Sips & Software explores the people, ideas, and technology shaping the commercial transportation industry.
• Host Jamie Hollinger introduces the vision for the podcast and what listeners can expect in future episodes.
• The series focuses on authentic conversations rather than product demonstrations.
• Future episodes will explore leadership, customer success, employee ownership, business strategy, technology, and operational excellence.
• The podcast is designed for professionals across every area of the commercial transportation industry.

Explore the Podcast

Browse every episode of Sips & Software and discover conversations exploring leadership, technology, customer success, and the commercial transportation industry.

Meet Your Host

Jamie Hollinger serves as Manager of Sales and Revenue Operations at Karmak and brings a unique perspective shaped by years of experience working alongside customers throughout the commercial transportation industry.

As host of Sips & Software, Jamie guides conversations that balance business strategy, industry knowledge, and personal experience, helping listeners better understand both the challenges and opportunities facing today's organizations.

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Frequently Asked Questions

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What is the Sips & Software podcast about?

Sips & Software explores the people, ideas, and technology shaping the commercial transportation industry through conversations about leadership, customer success, operational strategy, and emerging trends.

Why is the commercial transportation industry important?

The commercial transportation industry keeps society moving by supporting the movement of goods, vehicle maintenance, parts distribution, and service operations that the world relies on every day.

What challenges do commercial transportation businesses face?

Organizations often manage complex parts inventories, service operations, technician workflows, customer communication, and evolving technology while working to improve efficiency and customer satisfaction.

Where can I listen to future episodes?

New episodes are available on the Karmak website, YouTube, Spotify, Apple Podcasts, and Amazon Music.

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Episode Transcript

Jamie Hollinger (00:15.256)
Welcome to the very first episode of the Sips and Software Podcast. Powered by Karmak in the heavy-duty trucking industry with me as your host. I will be honest, I never imagined I would host a podcast or even put myself out there like this on the internet. And actually, when I told my kids, they laughed and thought it was so cool that I could go viral. But also told me that it was super cringy that I was gonna be online. So that right there gave me the motivation I needed to say.

Sign me up. If you follow along, my plan is to bring you some really great conversations with some very educated, bright people in our industry. my first guest actually will be joining us in just a little bit, and really walk away with some knowledge and some takeaways for the industry that you can maybe implement or that you can learn from the people that we interview. And have some fun. We gotta have some fun. Okay, so introduce myself. My name is Jamie Hollinger, and I have been with.

Karmak for 15 years. I have worked alongside the sales and marketing teams here at Karmak since day one. I have spent over the past 10 years or so as one of our two Salesforce administrators for our internal CRM. And my role today is I'm the manager of sales and revenue operations. So why me? Why am I the host? And honestly, no idea. I'm just kidding. I love to talk to people. I love meeting new people and connecting.

Asking questions, learning from them. And most of my job is actually behind the scenes here at Karmak. So this really gives me a unique chance to connect with people in our industry that I normally wouldn't have the opportunity to. well, unless it's at our annual users conference where I have connected and made new friends or frenemies at the ping pong table, you know who you are. okay, so the industry. Let's talk about that one. So why

Does the heavy duty trucking industry matter and where does Karmak fit into all of it? So someone once said to me, you know, most people don't spend their time even thinking about heavy duty trucking until something that they need doesn't show up. And that is so true. Like you see a truck rolling down the highway and you move on with your day. But the reality is it plays such a bigger role in our everyday lives than most people even realize. Think about it. Like

Jamie Hollinger
Food in the grocery stores, medicine delivered to hospitals, furniture in our house, last minute packages that show up at our front door for a vacation. Guilty. all depends on trucks moving from point A to point B. And those trucks they don't move themselves. Well, heck, I guess some may now. But for the most part, they don't move themselves. Behind every truck is an entire ecosystem of dealerships, service shops, warehouse distributors, parts suppliers.

just professionals in our industry that work together to keep them running, the vehicles running safe and efficiently. And there's also technology, software working behind the scenes. And whenever those businesses, so when the businesses succeed, trucks stay on the road. When trucks stay on the road, goods continue to move. And when the goods continue to move, guess what happens? Our communities, businesses, the economy, it all thrives. So it's really, really cool to think about.

And the the to think about the impact that it has on so much. And that's where Karmak comes in. So we are a dealer management software solution in the industry helping our customers manage everything from parts and service to accounting, sales, lease rental, much more. most people don't even see the software behind the scenes, but it's there. And that technology has a really, really cool impact.

So my goal and Karmak's goal for Sipson Software Podcast is to have conversations with the experts from this industry that really keep it all running. Because when you pull back the curtain, there is an incredible community of people whose work really impacts millions of ever s of lives every single day. And it's a story worth telling. So I'm here for it. And I hope that you are too. So one more thing before

We get into my first guest. I want to talk about the title. So I was out to dinner in St. Louis at a work event. There was about twenty of us. This was a couple months ago, and we were announcing the idea of the podcast and that I would be the host. And everyone was throwing out ideas of title names. and a girl, Brandy, shout out to you, Brandy, which ironically that's a song about a drink, I think. so Brandy said,

Jamie Hollinger (04:57.814)
What about sips and software? And just like that it's stuck. And if you know me, you know I never just have one cup in front of me. If it's at work, at dinner, in the car, wherever. There's usually a cup of water, a protein shake, maybe a tea, maybe another water, coffee. And yes, they are all in cute cups. You gotta have a cute cup. So what better name than sips and software? It was perfect.

So, cheers to making this podcast very casual, laid back. cheers to software truck services and all the people behind the curtain that make it all happen. So, grab your drink, settle in, and let's get going. As much as I would love to sit here and talk the entire time and make this podcast all about myself, I want to introduce our very first guest. I'm so excited.

Michelle Sawyer. So she is Michelle is the senior manager of client success here at Karmak. she's worn multiple hats. She has an incredible ability to connect with customers and she just brings a ton of knowledge from the industry to our customers and to our company in the industry. So I couldn't think of a better person to launch this podcast with than Michelle. So welcome, Michelle.

Michelle Sawyer (06:16.258)
Thank you, Jamie. It's so wonderful to be here.

Jamie Hollinger (06:19.074)
Yeah, well, it is good to have you on here. Before we begin for every episode, I'm gonna ask all of my guests two questions. So the first one is what is in your cup? So what are you drinking? And if you want to show off your cute cup, you certainly can. And also what fills your cup? So it's a metaphor sort of self-care personal fulfillment concept. you know, what are the passions, the hobbies, the experiences that energize you outside of work?

okay, so for me I am drinking mushroom coffee. I know it sounds really gross and everyone gives me a look when I tell them I'm drinking mushroom coffee, but it's delicious because I include my current obsession of Starbucks lavender oat milk creamer. It is so good. So, Michelle, what are you drinking today?

Michelle Sawyer (07:06.178)
Wonderful. I am drinking coffee, and if you know me, which you do very well, is I drink coffee pretty much all morning and it is just black. Doesn't have to have any kind of flavoring, although I do enjoy me some good blueberry coffee. But that is what is in my cup this morning. And then what fills my cup? Well, it's my family. of course, you know, my parents, my kids, they are the and my husband.

They keep me motivated. They keep me on on track, aligned with what we're trying to accomplish every day, right? Our values, how we motivate each other. So they are my North Star.

Jamie Hollinger (07:50.478)
That's awesome. I'm ready to get away from my family. I'm just kidding. I'm kidding. It is the summer months, right? So we have had lots of vacations lately and I'm ready to have a staycation. Yeah, you can't beat the family. You cannot Okay, awesome. And you're a a black coffee drinker. So I would love to start drinking black coffee if you have any recommendations of a brand, because it is just it is too strong for me, but I'm willing to try it.

Michelle Sawyer (08:04.607)
I'm with you on that.

Michelle Sawyer (08:20.468)
It took a little bit for me. I was always a fill it up with some creamer. It looked more like chocolate milk. But I am just a black poppy kind of girl now. So yes, happy to share.

Jamie Hollinger (08:30.976)
It's probably healthier that way too, but I am drinking all milk with mushrooms in it, so I'm trying

Michelle Sawyer (08:35.799)
That's fabulous. You're doing fantastic.

Jamie Hollinger (08:39.016)
okay, so before we get into the questions, can you just tell our audience a little bit about yourself, how you got to Karmak and kind of what your experience has been up until now?

Michelle Sawyer (08:49.878)
Yeah, absolutely. So I have been with Karmak since 1997. So I will be celebrating my 29th anniversary this November. prior to that, I worked at a truck dealership out in Los Angeles. And that's what started the path to being part of the family, the Karmakcians, as we call ourselves. but I've worn many hats at Karmak, everything from support to QA, product.

development areas as well. And then of course everything customer facing. I love the consulting aspect that I was in. And then my new role, which is the senior manager of client success. I love engaging with our customers and just being part of that support system for them.

Jamie Hollinger (09:39.286)
That's awesome. Yeah, I've seen you in action and it's very impressive. You you have a such a well rounded knowledge of, you know, what it takes to run dealerships and what our software can do for our customers and it's it's very impressive.

Michelle Sawyer (09:53.356)
The the heavy duty industry is filled with so many amazing people and yeah, getting out there and just being with one with them is amazing.

Jamie Hollinger (10:04.79)
Yeah, I I would agree. I need to get on the road more often. Perfect. okay, so I earlier I explained my version of the heavy duty trucking industry, you know, the big trucks that are on the road that you do the Hong Kong to. a little junior, right? However, I would love for you to kind of give your not necessarily elevator pitch, but just high level kind of like what do you see the industry as? How would you explain it to someone?

Michelle Sawyer (10:08.8)
I invite you to join me anytime.

Michelle Sawyer (10:34.082)
Well, so you know, we get asked that all the time. So that it's gonna be a two-part here answer. number one is, you know, everybody always asks, is it just like the automotive? Well, we all have a parts department, a service department. there's selling of units. you lease units, you have that and all wrapped up with accounting. So it's very similar. However, the heavy duty industry is really such a big moving piece because it actually is what brings in

commercial items that you use every day. And so without us, it would be it would be a challenge trying to get something from east to west or north to south. so we are here to support our industry and that is truck dealerships, warehouse distributors, leasing companies, and new and used equipment sales again.

We are the ones that are helping them keep those trucks on the road, right? So everyone is doing their piece to make sure that we keep the industry moving. So the the units are what is what keeps everything moving forward. So we want to make sure that there is no revenue that is lost because when deliveries are delayed, customers are affected, whether that's our customers or their customers. We want to make sure that we are keeping our industry rolling.

Jamie Hollinger (11:55.032)
So, Michelle, as we launch this podcast, you know, we I've brought it up to multiple people. I've had conversations with people at Karmak outside of Karmak. There's so many different directions we could take this and so many different people we could interview and talk to. And so like what is your kind of vision? What would you like to see this podcast bring to the industry and to anyone?

Michelle Sawyer (12:15.896)
I would love for it to bring some honest conversations to the table. You know, we are a very close-knit industry. We're very small, but very knowledgeable in all things that are moving again, all of these commercial items back and forth, east to west, north to south. But the biggest thing that I want to make sure is I would love for it to bring those voices forward. Like I want to make sure that we are.

you know, I want our listeners to feel like these conversations are real, that maybe they will bring items that they didn't know could help them in their industry, their day-to-day business. So just again, knowledge share.

Jamie Hollinger (13:02.168)
Love that. I just recently joined Women in Trucking. I'm very excited about that. And that even could be a future episode. I've already gotten people reaching out on there and trying to connect. And so it's just fun to think about how many different directions and all the different topics that we could talk about. So

Michelle Sawyer (13:18.638)
Yeah. I mean, there is so much in our industry and really the technology behind it is what helps everything move today. you know, you can just say that trucks were the way they were a hundred years ago, but really, in all reality, there is so much technology within a truck, within that trailer, that is is helping improve something, right? So in our world, because we're at Karmak, we're a software company.

we're always finding ways to help efficiencies and productivity gains with our customers and just as they would with their customers. So you are right. I'm hoping that it kind of just evolves and we get to see our industry leading the charge so that we are all helping it to support each other.

Jamie Hollinger (14:08.236)
Yeah, so what are some of the you know, if we got into interviewing customers and what are some which that's the plan, what are some of the like challenges that you think we could help them with or what are some, you know, common themes across the industry of challenges that we might be able to bring some knowledge to the table?

Michelle Sawyer (14:27.512)
100% productivity and efficiency. Everybody wants to gain margin. some of that is done through productivity. So if I'm talking about in the service department, obviously you want to make sure that those trucks are getting repaired as quickly as they can. if a trailer comes in, you want to make sure that that reefer is getting updated and fixed as quickly as can be. So the impact of a unit sitting in the service department for a long time.

is a productivity killer not just for our customers but for their customers. So anything that we can bring to the table to help that efficiency ultimately helps the bottom line, right? I feel like more than anything, I want our listeners to feel like these conversations are real and that we are going to help them in every way that they can to improve those efficiencies and productivities and again help their bottom line.

Jamie Hollinger (15:27.054)
I love that. so our next episode will get a little bit more into the weeds and a little bit deeper. but what is like one little tip or trick or something that you can give our audience to walk away with today?

Michelle Sawyer (15:39.64)
You know, the the biggest thing that I can say is I'll I'll give one for for a couple different departments. So, you know, for the parts area, for those warehouse distributors or parts department, the biggest thing is to make sure that you have your pricing right. you want to make sure that you are pricing for your area of responsibility, your AOR, but that you're also staying competitive. that is a a big thing that people miss.

standard pricing is not standard across the board. the other is from a service perspective, is just looking at what you have in your repair shop and what needs to be closed out immediately, what can get billed, because the longer that repair order stays open, the more you're going to one forget what the technician actually did, all of the things that you're billing out. You want to make sure that you're bringing that value to your customer.

So knowing exactly what's happening and getting that approval done quicker, that's gonna be key. So I will say that that's probably the ones that I will give to our our customers as things that they should be looking out for that we spot pretty consistently with customers.

Jamie Hollinger (16:55.67)
Yep, that's great. I love it. It's a little bit of a tease because for me I want to ask how, you know, well, how do they do that? And how do you know that your pricing is correct and what are some other what are some deeper tips that we can, you know, educate them on. So and I I don't know that info. So we are gonna bring y people like you and others at Karmak and people, you know, customers and partner connections and 'cause there's a ton of people out there that have this information. So let's talk about it.

Michelle Sawyer (17:25.235)
So, yeah, absolutely. The one thing that we want to be able to do is bring our industry knowledge and share it with our customers and anyone that is a listener. because you know, we are here to help move everyone forward. and so sometimes, you know, there's industry items that everyone or the challenges and the solutions that it doesn't matter who you are, you're going to learn from it. And so you're right.

I feel like that is something that we're going to be able to share across our industry with some thoughtful leadership.

Jamie Hollinger (17:59.626)
Awesome. Okay. Well, I think we are about out of time. or I'm going to say it's time to hit the road. so Michelle, thank you so much for your insights today and helping us kick off the very first episode of SIPSIN Software. thank you to everyone who listened, whether you're joining us from a dealership, service shop, in the office, somewhere on the road.

We are so glad that you're here. we hope that for the next episode you will grab your favorite drink and listen in. And until then, keep learning, keep connecting, do not let your cups run dry. Do something for yourself. it will make you a better person, I promise. and that's it. Cheers.

Michelle Sawyer (18:45.038)
Cheers, Jamie. Cheers.

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