Mercedes-Benz India Partners With Zoho for Digital DMS SKYLine

Mercedes-Benz India has collaborated with Zoho to introduce an innovative decentralised Dealer Management System (DMS) called ‘SKYLine’.

The system will completely transform Mercedes-Benz’s dealership network across the country by digitalizing the entire service journey, from appointing a customer with a service advisor and completing digital check-in, through technician assignment and vehicle delivery.

With real-time data integration and one backend system to augment operational efficiency, SKYLine aims to enhance overall customer ownership experience. Each Mercedes-Benz dealership in India will now run on its own instance of Zoho CRM with independent operations, while adhering to some centrally defined processes and standards.

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The firms noted that the rollout was supported by executing over 5,000 man-days of user acceptance testing and another 3,000 man-days of user acceptance training, demonstrating the project scale and execution. SKYLine is designed to combine Mercedes-Benz India’s legacy IT systems with Zoho’s architecture into a multi-instance, vertical platform powered by Zoho CRM and Qntrl, Zoho’s workflow orchestration solution.

As Zoho’s CEO Mani Vembu stated that the partnership provides a decentralised but connected ecosystem that gives each dealership decision-making powers for their operations while integrating into the corporate offices in real-time. He also mentioned that "To meet these complex needs, we co-developed middleware capabilities alongside our evolving Qntrl platform, enabling seamless communication across legacy protocols."

With SKYLine, Mercedes-Benz India is setting a new standard in the industry for digital transformation within the luxury automotive space, enabling agile local flexibility while still maintaining control from head office in the comfort of a premium experience for customers.