Zoho has built SKYLine, a new CRM-based dealership management platform for Mercedes-Benz India, which is designed to modernize how the automaker engages with customers.
The bespoke Dealer Management System (DMS), which was built on Zoho’s CRM and implemented by the software provider’s Enterprise Business Solutions team, has been rolled out across Mercedes-Benz dealerships across India.
SKYLine aims to deliver a more connected and transparent experience to customers across the company’s dealership network using AI-driven analytics. The system is designed to make each stage of the customer journey, from booking a service appointment to post-service feedback, faster and more personalized.
Vehicle owners get a unified portal where they can track service updates in real-time, view invoices, and access a full service history through a unified customer portal.
SKYLine replaces legacy systems with a decentralized architecture in which each dealership operates on its own Zoho CRM solution. This gives individual dealers the flexibility to tailor their workflows to their operations, while aligning with brand standards and compliance.
The system integrates with the automaker’s global HQ infrastructure through a middleware layer powered by Zoho’s workflow orchestration tool, Qntrl. This allows real-time data exchange across multiple protocols without requiring the automaker to make changes to its legacy systems.
“Together, we have built a decentralized platform that empowers each dealership with autonomy, while maintaining central control and real-time HQ integration,” said Mani Vembu, Zoho’s CEO.
“To meet these complex needs, we co-developed middleware capabilities alongside our evolving Qntrl platform, enabling seamless communication across legacy protocols.”
The platform was developed over a period of two years and the rollout involved more than 5,000 man-days of user acceptance testing and 3,000 man-days of dealer training, according to Zoho.
Beyond improving customer touchpoints, SKYLine also helps dealerships run smarter. The system digitizes service workflows including technician assignment, quality checks, and feedback collection. Dealerships can also manage courtesy car availability and pre-owned vehicle refurbishments through visual dashboards. Real-time analytics enable dealership managers to monitor efficiency and customer satisfaction, while the automaker gains a data-rich view of its network performance.
The idea is to simplify workflows, eliminate paper-based processes and provide better insights to dealers and Mercedes-Benz headquarters.
For Zoho, SKYLine reflects its growing role as an enterprise technology partner for large-scale digital transformations built on its CRM and workflow stack. Vembu called the project “a technology marvel born of close collaboration and co-creation,” noting that SKYLine highlights the vendor’s ability to adapt its software suite for complex, industry-specific needs.
The company, which serves over 130 million users across its 55 apps, has been expanding its portfolio and enterprise footprint with an emphasis on privacy, integration, and locally developed technology.
For Mercedes-Benz India, the launch is part of a larger focus on elevating customer engagement in the luxury automotive segment, where customer service depends as much on smart technology as it does on the vehicles themselves. The brand has already introduced a direct-to-customer sales model in India, and SKYLine is a further move towards personalizing the purchasing and ownership experience.
