Mercedes-Benz India Collaborates With Zoho To Launch SKYLine Dealer Management System

Mercedes-Benz India has introduced SKYLine, a custom-built Dealer Management System developed in collaboration with Zoho. The platform, created entirely in India over two years, digitises the complete service process across the company’s nationwide dealership network.

Built on Zoho CRM and implemented by Zoho’s Enterprise Business Solutions team, SKYLine offers a decentralised structure that allows individual dealerships to operate independently while following central guidelines. 

It integrates seamlessly with Mercedes-Benz global systems through a co-developed middleware layer, ensuring real-time data flow without changes to headquarters infrastructure.

The system covers the full customer service cycle, including appointment booking, vehicle check-in, inspection, job card generation, technician allocation, live progress updates, quality checks, and feedback collection. 

Customers gain access to a unified portal showing service history, invoices, and campaign details. Additional features support courtesy vehicle management and pre-owned car operations.

Santosh Iyer, Managing Director and CEO of Mercedes-Benz India, stated that SKYLine improves transparency, efficiency, and control at every service stage. He highlighted its role in combining technology with personalised care and praised Zoho for delivering a secure, locally developed solution with global applicability.

Mani Vembu, CEO of Zoho, described the project as a joint effort to meet complex requirements through innovative architecture. The platform uses Zoho CRM and Qntrl for workflow management, supporting multiple communication protocols for smooth system integration.

The rollout involved more than 5,000 man-days of user testing and 3,000 man-days of training. SKYLine is now operational at all Mercedes-Benz outlets in India, replacing older systems with modern digital tools.

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