Mercedes-Benz India has joined forces with Zoho to introduce SKYLine, a customized Dealer Management System (DMS) developed entirely in India over two years. Now live across all Mercedes-Benz dealerships nationwide, SKYLine replaces legacy infrastructure with a modern, decentralized digital platform aimed at enhancing customer service operations and dealer efficiency.
Developed on Zoho CRM and implemented by Zoho’s Enterprise Business Solutions team, SKYLine digitizes the entire service process — from booking and vehicle check-in to final delivery. The system enables real-time service tracking, digital estimate approvals, and automated customer updates through integrated workflows.
“SKYLine marks a major leap in how we manage our customer service operations. This bespoke DMS, built by Zoho for our dealer partners, offers a seamless, highly integrated experience aligned with our global systems,” said Santosh Iyer, Managing Director and CEO of Mercedes-Benz India.
Built on a multi-instance architecture, each dealership operates its own dedicated Zoho CRM instance, ensuring autonomy while maintaining centralized oversight and compliance with OEM standards. SKYLine connects to Mercedes-Benz’s European headquarters through a middleware layer powered by Zoho Qntrl, supporting various legacy protocols including REST, SOAP, and file-based communication.
“Mercedes-Benz India’s vision required a solution that didn’t exist off the shelf. Together, we created a unique, decentralized platform that balances dealership independence with centralized control and real-time HQ integration,” said Mani Vembu, CEO of Zoho.
SKYLine manages key operations such as service bookings, digital check-ins, vehicle inspections, job card creation, technician assignment, and quality control. It also supports courtesy car and pre-owned vehicle management. Customers benefit from a unified portal where they can view service histories, invoices, and ongoing campaigns.
The rollout included over 5,000 man-days of user acceptance testing and 3,000 man-days of dealer training. The platform incorporates AI-driven analytics and embedded dashboards, providing actionable insights for both dealership managers and OEM teams.
Mercedes-Benz India operates over 140 touchpoints across 50+ cities, supported by its production facility in Chakan near Pune. Zoho, headquartered in Chennai, employs over 18,000 people globally and serves more than 130 million users through its suite of 55+ business applications.
