Mercedes-Benz India today announced the launch of SKYLine, a new-generation Dealer Management System (DMS) that has been conceived, designed, and built in India in partnership with Zoho. SKYLine is the first fully localised, bespoke, end-to-end DMS developed specifically for the Indian luxury automotive market, reinforcing the brand’s “Made in India, for India” commitment.
Built on Zoho CRM and implemented by Zoho’s Enterprise Business Solutions (EBS) team, SKYLine digitises and integrates the entire customer service journey—from vehicle booking and service check-in to technician assignment, real-time updates, delivery, and post-service feedback. By replacing legacy, fragmented systems with a unified digital platform, SKYLine enhances operational efficiency, transparency, and service experience for both customers and dealers across Mercedes-Benz India’s nationwide network.
In a first-of-its-kind architecture within Mercedes-Benz globally, every dealership will now operate on its own dedicated Zoho CRM instance, offering autonomy at the dealer level while maintaining centralized governance and OEM-level compliance. SKYLine seamlessly integrates with Mercedes-Benz’s global HQ systems through a robust middleware layer co-developed with Zoho, enabling real-time data flow without requiring any changes at the headquarters’ end.
Speaking at the launch, Santosh Iyer, Managing Director & CEO, Mercedes-Benz India, said, “SKYLine represents a significant step in elevating customer experience. This bespoke DMS, built by Zoho for our dealer partners, is highly secure, fully integrated into our global systems, and reflects India’s technological innovation. With SKYLine, we are setting a new benchmark by combining digital efficiency with personalised luxury.”
Mani Vembu, CEO, Zoho, added, “SKYLine is a technology marvel born of co-creation. Mercedes-Benz India had a vision with no off-the-shelf solution. Together, we built a decentralized platform that gives dealerships autonomy while ensuring real-time HQ integration. This is what’s possible when engineering and customer vision come together.”
SKYLine enables complete digital orchestration of service operations including booking, inspection, job card creation, technician allocation, live job tracking, proactive customer communication, QC checks and post-service feedback. It also supports courtesy vehicle management and pre-owned car refurbishment. Embedded analytics provide real-time insights to dealership managers and OEM teams, driving faster and more informed decisions.
The rollout involved over 5,000 man-days of user acceptance testing and 3,000 man-days of training, making SKYLine one of the most complex and strategic DMS deployments in the region.
With SKYLine now live across all dealerships in India, Mercedes-Benz aims to deliver the highest level of transparency, efficiency, and convenience—matching the brand’s global standard of luxury while leveraging homegrown technology capability.
