Mercedes-Benz India, in partnership with homegrown technology major Zoho, has launched ‘SKYLine’, a bespoke and decentralised Dealer Management System (DMS) designed to transform the customer ownership experience across its nationwide dealership network.
Built on Zoho CRM, the ‘Made in India, for India’ platform digitises the entire customer service journey—from vehicle booking to delivery—through real-time data integration, automation, and AI-driven analytics. Developed entirely in India over two years, SKYLine replaces the automaker’s legacy systems with an advanced, integrated digital infrastructure that enhances transparency, efficiency, and personalisation in customer interactions.
“SKYLine represents a significant step towards managing our customer service operations and enhancing customer experience. This bespoke DMS, built by Zoho for our dealer partners, is highly integrated with our global systems and redefines the customer journey,” said Santosh Iyer, Managing Director & CEO, Mercedes-Benz India.
Seamless integration across all touchpoints
The system provides a seamless, transparent customer journey across all touchpoints—covering appointment booking, digital check-in, vehicle inspection, job tracking, estimate approvals, and post-service feedback collection. It also integrates an intuitive Customer Portal offering a 360-degree view of service history, invoices, and campaign information, simplifying ownership and boosting engagement. Each Mercedes-Benz dealership will operate on its own dedicated Zoho CRM instance, allowing dealer-level autonomy while maintaining compliance with the automaker’s global standards. This decentralised model ensures real-time integration with Mercedes-Benz’s European headquarters through a robust middleware layer co-developed with Zoho.
The system’s rollout—now live across all Mercedes-Benz dealerships in India—was backed by over 5,000 man-days of user acceptance testing and 3,000 man-days of training, ensuring smooth adoption nationwide.
