Mercedes-Benz India has rolled out 'SKYLine', a fully-digitised dealer management system (DMS) developed in partnership with Zoho, as the luxury carmaker accelerates the modernisation of its retail and service operations in the country.
Positioned as a 'Made in India, for India' solution, SKYLine is built on Zoho CRM and has been developed over two years by Zoho's Enterprise Business Solutions team. It replaces legacy platforms with a decentralised digital infrastructure that is now live across Mercedes-Benz dealerships nationwide.
Mercedes-Benz India MD and CEO Santosh Iyer said: "SKYLine represents a significant step towards managing our customer service operations, being a key lever that will significantly enhance customer's experience. This bespoke DMS is built by Zoho for our dealer partners, making it seamless and highly integrated into our global systems, redefining customer journey. With SKYLine, we are setting a new benchmark in customer experience by blending technology with personalised service. 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, having international adaptability. SKYLine brings transparency, efficiency, and control into every service interaction, empowering customers, while delivering an elevated experience which they desire from Mercedes-Benz."
The system digitises the complete service cycle, from booking and check-in to job tracking and delivery, supported by unified backend processes, real-time data integration and workflow automation. Embedded analytics provide visibility to dealership managers and the carmaker's central teams to enable data-driven decision-making.
SKYLine also integrates dealership operations such as courtesy car management and pre-owned vehicle refurbishment. Dedicated CRM instances for each dealership ensure autonomy while maintaining original equipment manufacturer (OEM)-level oversight through centrally defined standards.
Zoho has co-developed a transformation layer that enables seamless communication with Mercedes-Benz HQ systems without changes at the backend. The middleware supports multiple legacy protocols to maintain real-time synchronisation.
Commenting on the co-development, Zoho CEO Mani Vembu said: "SKYLine is a technology marvel born of close collaboration and co-creation. When Mercedes-Benz India came to us with a vision that had no off-the-shelf solution, we saw an opportunity to build something truly unique. Together, we have built a decentralised platform that empowers each dealership with autonomy, while maintaining central control and real-time HQ integration. To meet these complex needs, we co-developed middleware capabilities alongside our evolving Qntrl platform, enabling seamless communication across legacy protocols. This project reflects what's possible when product teams and customers come together with a shared sense of purpose and a commitment to solving real-world challenges."
Training and testing efforts have included over 5,000 man-days of user acceptance testing and 3,000 man-days of training to ensure smooth deployment across the network.
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