Pune: In a move that brings German precision together with Indian ingenuity, Mercedes-Benz India, in collaboration with homegrown tech powerhouse Zoho, has rolled out ‘SKYLine’ — a bespoke, decentralized Dealer Management System (DMS) designed to redefine the luxury customer experience from booking to delivery. Think of it as Mercedes’ own digital Autobahn — sleek, seamless, and built to make every customer interaction a first-class journey.
Developed ground-up in India and powered by Zoho CRM, SKYLine is not just another software update — it’s an entirely new way of running dealerships. Built under the philosophy of “Made in India, for India,” SKYLine blends cutting-edge decentralization with the power of AI-driven analytics and automation, giving dealers more autonomy and customers more control, without a single speed bump in sight.
“SKYLine represents a significant step towards managing our customer service operations, being a key lever that will significantly enhance our customers’ experience,” said Santosh Iyer, Managing Director & CEO of Mercedes-Benz India. “We are proud that Zoho developed a world-class, highly secured, and local ‘no code–no source’ platform like SKYLine. It brings transparency, efficiency, and control into every interaction — precisely what our customers expect when they see the Three-Pointed Star.”
From Legacy to Luxury Tech
For decades, car dealerships relied on legacy systems — the digital equivalent of carburetors in an EV world. SKYLine changes that. Now live across all Mercedes-Benz dealerships in India, the platform replaces clunky systems with real-time data integration, unified dashboards, and instant communication channels between customer, dealer, and headquarters.
Each dealership operates on its own Zoho CRM instance — decentralized yet harmoniously synced through a custom middleware co-developed with Zoho’s workflow engine Qntrl. The result? Dealership-level autonomy with HQ-grade precision — the tech version of AMG performance in luxury comfort.
German Engineering Meets Chennai Coding
“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,” said Mani Vembu, CEO of Zoho. “Together, we created a decentralized platform that empowers dealerships with autonomy while maintaining real-time global integration. It’s like tuning a symphony — every dealership plays its own note, yet the melody remains perfectly German.”
This co-developed middleware supports REST, SOAP, and even file-based legacy protocols — basically, SKYLine speaks every digital dialect in the book.
The SKYLine Experience: Where AI Meets Espresso
SKYLine digitizes the entire customer service lifecycle:
- From appointment booking to delivery: every step now has a digital co-driver.
- AI-driven analytics and automation: predict service needs before the customer even finishes their cappuccino.
- Integrated Customer Portal: a single 360° view of service history, invoices, and campaigns — no more paper chase.
- Real-time status updates: so you can track your car’s progress like a pizza delivery, except shinier and much more expensive.
The system also extends beyond service — digitizing courtesy car management, pre-owned vehicle refurbishing, and even resale tracking through intuitive dashboards and live insights.
Made in India. Driving the World.
Developed entirely in India over two years — and backed by over 5,000 man-days of user testing and 3,000 man-days of training — SKYLine isn’t just a software platform; it’s a statement. A collaboration that mirrors Mercedes’ luxury DNA with Zoho’s homegrown brilliance, proving that India isn’t just a market — it’s a digital powerhouse.
With SKYLine now operational nationwide, Mercedes-Benz India has effectively transformed its service model from “customer waiting room” to “customer command center” — all while keeping the experience as smooth as its leather upholstery.
