HMRC bets up to £2.4B on Salesforce for taxpayer CRM overhaul

The UK tax authority, HM Revenue & Customs (HMRC), has awarded a contract worth up to £2.4 billion to Salesforce for a software-as-a-service Customer Relationship Management (CRM) platform. The deal, set to last at least ten years until September 2036 and potentially extend to 2041, includes related services such as customer and case management, marketing campaigns, messaging, reporting, analytics, and AI capabilities.

Additional functionalities like identity verification, fraud detection, and data integration may be provided by third parties. This multi-year contract follows initial estimates of £1 billion during preliminary market engagement in April 2025 and a subsequent tender putting its value at £2 billion excluding VAT, or £2.4 billion including it.

The new CRM system aims to integrate seamlessly with HMRC's updated customer service platforms, including the future Contact Centre as a Service (CCaaS), thereby enhancing taxpayer interactions, streamlining services, and reducing administrative burdens. This contract is part of a broader overhaul of HMRC's customer-facing technology, following complaints about poor customer service, including complaints about the department's telephone service being deliberately degraded to push taxpayers towards online channels.