New Delhi, Oct. 28 -- Mercedes-Benz India has launched an end-to-end dealer management system (DMS) co-developed with Zoho. The new platform, dubbed SKYLine, is a decentralised dealer management system to enhance customer experience by modernising its dealership network. The system allows each dealership to operate independently, yet adhere to centrally defined standards through real-time data and streamlined workflows.
Built on Zoho CRM and implemented by the company's Enterprise Business Solutions (EBS) team, SKYLine is a Made in India, for India platform designed to digitise and unify the entire customer journey-from vehicle booking to delivery. The system is now live across all Mercedes-Benz dealerships in the country.
SKYLine replaces legacy systems with a decentralised architecture that gives each dealership its own Zoho CRM instance, enabling autonomy while maintaining compliance with centrally governed standards. The platform integrates seamlessly with Mercedes-Benz's global headquarters systems through a middleware transformation layer co-developed with Zoho, ensuring real-time data flow without requiring changes to HQ infrastructure.
"SKYLine represents a significant step towards managing our customer service operations and enhancing the customer experience," said Santosh Iyer, Managing Director & CEO, Mercedes-Benz India. "It blends technology with personalised service, offering transparency, efficiency, and control at every step. The platform also showcases India's technological innovation with global adaptability."
The solution modernises dealership operations by digitising the service lifecycle-right from booking, digital check-in, and inspection to job tracking, proactive communication, and post-service feedback. Future updates will include real-time estimate approvals and advanced analytics.
Beyond service, SKYLine also streamlines courtesy car management and pre-owned vehicle refurbishment, supported by visual dashboards and integrated analytics for data-driven decisions across dealerships and OEM teams.
According to Mani Vembu, CEO of Zoho, SKYLine is "a technology marvel born of close collaboration and co-creation." He added, "When Mercedes-Benz India came to us with a vision that had no off-the-shelf solution, we built a decentralised platform that combines dealership autonomy with central control and seamless HQ integration."
The rollout involved more than 5,000 man-days of user testing and 3,000 man-days of training, ensuring smooth adoption across India. Zoho's EBS team managed end-to-end delivery, middleware integration, and post-implementation support.
Published by HT Digital Content Services with permission from TechCircle.