A ‘Made in India, For India’ Digital Innovation
Mercedes-Benz India, in collaboration with Indian technology leader Zoho, has launched ‘SKYLine’, a bespoke, decentralized Dealer Management System (DMS) that revolutionizes how the brand connects with customers, including enhanced services for mercedes benz owners and all vehicle enthusiasts.
Built entirely on Zoho CRM, SKYLine represents a “Made in India, for India” innovation, blending automation, AI-driven analytics, and seamless global integration to create a transparent, real-time, and personalized customer journey.
This innovative approach is set to redefine the expectations of mercedes benz owners in India, ensuring a superior customer experience.
This end-to-end platform digitizes the entire service lifecycle — from appointment booking to vehicle delivery — offering customers a unified, intuitive, and data-driven experience.
This platform is designed to cater to the needs of mercedes benz owners, ensuring that every interaction is smooth and efficient.
The introduction of SKYLine aims to elevate the ownership experience for mercedes benz customers through innovative digital solutions.
⚙️ Key Highlights of ‘SKYLine’
- Comprehensive Customer Journey: A fully digital and transparent experience — from booking, vehicle reception, inspection, estimate approvals, and job tracking to delivery.
- AI-Powered Analytics: Personalized service recommendations, real-time updates, and faster turnaround times.
- Integrated Customer Portal: 360° view of service history, invoices, and campaign information.
- Decentralized Architecture: Each dealership operates its own Zoho CRM instance, enabling autonomy while maintaining central control and compliance.
- Fully Connected: Integrates seamlessly with Mercedes-Benz’s global systems through a custom-built middleware layer.
- National Rollout: Live across all Mercedes-Benz dealerships in India, replacing legacy systems with a state-of-the-art digital infrastructure.
💬 Statement from Leadership
Santosh Iyer, Managing Director & CEO, Mercedes-Benz India, said:
“SKYLine represents a significant step towards managing our customer service operations, being a key lever that will enhance our customer’s experience. This bespoke DMS, built by Zoho for our dealer partners, is seamless and highly integrated with our global systems. We are proud that this world-class, highly secure ‘no-code, no-source’ platform was developed locally — showcasing India’s technological prowess.”
🧠 A Collaboration Built for the Future
Mani Vembu, CEO, Zoho, added:
“SKYLine is a technology marvel born from co-creation. Mercedes-Benz India came to us with a vision that had no off-the-shelf solution, and together, we built a decentralized platform that empowers dealerships with autonomy while maintaining real-time HQ integration. This project reflects what’s possible when technology and purpose come together.”
🔍 Technical Excellence
Developed over two years, SKYLine is powered by Zoho’s CRM and Qntrl workflow orchestration platforms.
A custom-built middleware layer enables real-time synchronization across Mercedes-Benz’s HQ systems and dealerships, supporting multiple protocols such as REST, SOAP, and file-based communication.
Testing and Training Effort:
- 5,000+ man-days of user acceptance testing
- 3,000+ man-days of dealer training
- Implemented by Zoho’s Enterprise Business Solutions (EBS) team
The system was designed to ensure data security, scalability, and compliance with global standards — making it one of the most advanced DMS deployments in the automotive industry.
🚗 What SKYLine Delivers
For Customers:
- Transparent and digital service tracking
- Real-time communication and updates
- Instant digital estimate approvals (coming soon)
- Paperless transactions and faster service delivery
For Dealerships:
- Skill-based technician assignment
- Courtesy car management dashboard
- Pre-owned vehicle refurbishment workflows
- Data-driven analytics for operational insights
🇮🇳 Built in India, for the World
Developed entirely in India, SKYLine showcases the innovation strength of Indian technology ecosystems. It’s not only transforming how luxury customers interact with dealerships but also serving as a global model for digital transformation in after-sales services.
By empowering dealers with autonomy while ensuring brand-wide transparency and compliance, Mercedes-Benz India has set a new benchmark in automotive customer experience.
🏁 Summary
| Feature | SKYLine Highlights |
|---|---|
| Platform | Built on Zoho CRM & Qntrl |
| Architecture | Decentralized multi-instance (per dealership) |
| Developed In | India (by Zoho Enterprise Business Solutions) |
| Key Features | AI-driven analytics, real-time tracking, automation |
| Launch Scope | All Mercedes-Benz dealerships in India |
| Development Time | 2 years |
| Testing & Training | 8,000+ man-days combined |
| Focus | Seamless, paperless, transparent customer service |
🧭 About the Partnership
The collaboration underscores Mercedes-Benz India’s strategic focus on digitization, localization, and innovation, while Zoho continues to lead as a global SaaS powerhouse built in India.
Both companies share a vision to elevate customer experience through intelligent, sustainable, and connected systems, setting a new benchmark for the global automotive industry.
🌐 Visit for More
For more automotive technology stories, digital innovation news, and Mercedes-Benz India updates, visit s8cars.com — your trusted destination for the latest in cars, mobility, and connected tech.
