Mercedes-Benz India has launched SKYLine, a custom Dealer Management System (DMS) built entirely in India in collaboration with Zoho, marking a shift toward digitalising its customer experience and dealership operations.
Developed over two years by Zoho’s Enterprise Business Solutions team, SKYLine runs on Zoho CRM. It brings a decentralised architecture that allows each dealership to operate its own CRM instance while remaining connected to centrally governed systems.
The new platform integrates with Mercedes-Benz’s legacy headquarters infrastructure through a middleware layer co-developed with Zoho, ensuring real-time data flow and compliance without altering HQ systems.
“SKYLine represents a significant step towards managing our customer service operations, being a key lever that will significantly enhance customer’s experience,” Santosh Iyer, managing director & CEO of Mercedes-Benz India, said in a statement.
“We are proud that Zoho developed a world-class, highly secured and local ‘no code-no source’ platform like SKYLine for the Indian customers, underlining the unmatched prowess of Indian technological innovation.”
Zoho CEO Mani Vembu described the system as “a technology marvel born of close collaboration and co-creation.” He added that SKYLine enables “each dealership with autonomy, while maintaining central control and real-time HQ integration.”
Now live across all dealerships in India, SKYLine replaces fragmented systems with a seamless digital ecosystem that manages the entire service journey from booking and inspection to technician assignment, job tracking, and post-service feedback.
The system also supports courtesy car tracking, pre-owned vehicle refurbishment, and embedded analytics for real-time decision-making.
The rollout involved over 5,000 man-days of user acceptance testing and 3,000 man-days of training to ensure a smooth nationwide adoption. Mercedes-Benz India said the platform is designed to offer transparency, speed, and personalised experiences powered by automation and AI-driven analytics.
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