Pune, India – Mercedes-Benz India has rolled out a new dealer management system (DMS), developed with Zoho, aimed at creating a more consistent and transparent service experience for customers across the country.
The platform, known as SKYLine, has been built locally and is now in operation at all authorised dealerships, replacing fragmented legacy tools with a single digital workflow designed to streamline every stage of the service process.
Developed on Zoho CRM and delivered through Zoho’s Enterprise Business Solutions team, SKYLine links customer-facing steps such as booking, check-in, vehicle assessment, job allocation, progress updates, quality checks, and post-service feedback.
By consolidating these processes into one environment, the system seeks to reduce delays, improve communication, and provide customers with clearer visibility of their service journey.
“SKYLine represents a significant step towards managing our customer service operations, being a key lever that will significantly enhance customers’ experience,” Santosh Iyer, managing director & CEO of Mercedes-Benz India, stated.
He added, “This bespoke DMS built by Zoho brings transparency, efficiency, and control into every service interaction, empowering customers, while delivering an elevated experience which they desire from Mercedes-Benz.”
The move to a decentralised architecture gives each dealership its own system instance, allowing for local operational flexibility while maintaining the standards and compliance requirements set by Mercedes-Benz India. Real-time data synchronisation, supported by a jointly developed middleware layer, ensures that customer information and service records remain aligned with the company’s headquarters systems without requiring changes to global infrastructure.
SKYLine also supports functions that affect customer experience beyond routine servicing. Courtesy vehicle management has been centralised to help dealerships track availability more efficiently, while workflows for pre-owned vehicles have been digitised to improve transparency in refurbishment and resale processes.
Additionally, embedded analytics provide dealerships and corporate teams with insights into service performance, demand patterns, and operational bottlenecks, helping them make informed decisions that can influence customer satisfaction.
“Together, we have built a decentralised platform that empowers each dealership with autonomy, while maintaining central control and real-time HQ integration,” Mani Vembu, CEO of Zoho, commented.
He added, “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.”
Extensive testing and training formed a major part of the nationwide rollout, with several thousand man-days dedicated to user validation and staff readiness to ensure the system could be adopted consistently across all locations.
Zoho oversaw implementation from initial design to post-launch support, including secure integrations with European headquarters systems to maintain uninterrupted data exchange.
The introduction of SKYLine represents a shift towards a more integrated and data-driven approach to customer service within Mercedes-Benz India’s network, with the aim of delivering a more predictable, transparent, and coordinated experience for vehicle owners across the country.
