• CRM for Utilities & Services

The K3 solution for services has extensive tools to help you deliver customer service excellence based on consistent and enforceable policies across the various touch points within your organisation.

Through tight integration between telephone call centres and web based systems, CRM allows you to identify and take advantage of new revenue opportunities and quickly adapt or build new processes to meet the demands of your business.

Whether your business supplies on-call engineers, consultants, surveyors or maintenance personnel the complexities of allocating the right people, with the right tools and products to effectively help customers can be a challenging requirement. The difference between a profitable task and loss making call-out relies on the efficiency of your processes and your ability to quickly allocate the appropriate resources to each job.

Our solutions streamline planning, tracking, and decision making for a wide range of service operations. With tight integration between contact centres, work order lifecycle management and mobile devices, we help you to integrate your field crews into a highly efficient team to improve service delivery.  We also provide Contact Centre and Customer Service staff with a single view of the customer allowing them to deliver a responsive and personalised service to your customers.

From December 2016, Dynamics CRM functionality is now included as part of Dynamics 365, a suite of intelligent business applications.

K3 would like to highlight some key CRM applications within Dynamics 365 that will benefit your sector.

Customer Service

Give agents complete information and intelligence so they can provide a seamless, consistent service that leads to loyalty.

Field Service

A field service management solution can help you manage and streamline field agent activities.


Predict customer needs by bringing digital intelligence into each sales deal. Make meetings more personal that build relationships and revenue.

Customer service features

Omni-channel service

Make it possible for customer service agents to engage with customers via the web, social, chat, email, mobile and phone. Minimise customer effort by providing channel context for personalised service.


Make it effortless for customers to solve the issue on their own. Provide a customisable online support portal that leverages an organised, searchable knowledgebase to deliver real-time updates, consistent answers to service questions and product and service information and documentation.

Empower your customer service agent

Enable agents with a single, unified experience to deliver fast, amazing customer service from the desktop or their mobile device. Agents can access every source of information they need across diverse environments so they can provide a more personalised, effective standard of service.


Connect the right person with the right knowledge at the right time to answer service needs easier. Empower customers and employees with unified knowledge to provide a single source of truth. Ensure your knowledge is relevant by simply capturing and publishing across your content channels while measuring impact through rich analytics.

Built-in digital service intelligence

Identify trends, anticipate opportunities and gain insight through interactive dashboards, deep analytics and powerful data visualisation capabilities.

Field service features

Dispatch and scheduling

At the heart of field service is the ability to schedule and dispatch a field technician. Field service has the ability to organise and find available resources by any number of categories, including skill sets, geography, or even by customer preference. Using the drag-and-drop schedule board allows dispatchers to assign resources and set up schedules for multiple work orders using a map or a list view.

Service agreements

Make it easy to manage all service agreements, including recurring calls service and contracts, installed products, and warranties – across customers and locations. Field service management tools help improve your service delivery and see ways to increase revenue.

Inventory management

Inventory management has a major impact internally on profitability and externally on customer satisfaction. Keep your inventory accurate by enabling real-time updates and manage it across locations.


Provide service technicians with complete customer insight, real-time guidance and cross-team collaboration.

Connected field service

As Connected Field Service connects devices in the field and harnesses the power of the Azure IoT Suite, organisations can know about problems and solve them at minimal cost before their customer even becomes aware of the issues. Proactive problem solving and remote troubleshooting help improve customer satisfaction and resource productivity.

Sales features

Actionable insights

Know exactly which leads to go after with lead scoring and prioritisation that show a lead’s likelihood to convert and likelihood to contact, based on predictive intelligence.

Personal engagement

Work together to co-author documents, such as sales proposals, in real time. Embedded OneNote facilitates note taking and sharing directly from within the sales application. Easily capture pictures and hand-written notes for sharing with the sales team.

Customer management

Optimise your sales efforts with process automation and a guided sales process based on best practices. Know what steps to take next to close deals faster with embedded sales processes. Ease onboarding and increase user adoption with rich, context-sensitive help and guidance across the web and mobile apps.

Sales performance

Hit your numbers by setting goals, monitoring results, and providing feedback and coaching in real time. Manage the pipeline with pre-built, interactive dashboards and reports, advanced visualisations, and natural language Q&A. Increase performance, productivity, and adoption of business applications with gamification.

Intelligent Customer Service

Michelin delivers with Microsoft Dynamics 365 for Field Service

Sell effectively with Microsoft Dynamics 365