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HMRC awards Salesforce CRM deal worth up to £2.4 billion through 2036

HM Revenue & Customs has selected Salesforce for a CRM contract worth up to £2.4 billion including VAT, part of a wider customer-service overhaul after years of criticism over HMRC phone performance.

1 Source, 11d ago, first seen 11d ago

TLDR

HM Revenue & Customs has selected Salesforce for a software-as-a-service CRM contract worth up to £2.4 billion including VAT. The deal covers customer and case management, marketing campaigns, messaging, reporting, analytics and AI, and runs through September 2036 with possible extensions to 2041. The Register reports HMRC received two final bids, with Salesforce beating Pegasystems. The award is part of a broader modernization of HMRC’s customer-facing systems that also includes a separate Capgemini contact-center contract worth up to £600 million including VAT. The overhaul follows long-running criticism of HMRC customer service, including a Public Accounts Committee finding that phone performance hit an all-time low in 2023-24.

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1 Source, first seen 11d ago

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Report

HMRC awards Salesforce CRM deal worth up to £2.4 billion through 2036

1 Source, 11d ago, first seen 11d ago

TLDR

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Combined views

129K

1 Source, first seen 11d ago

9 likes6 saves1 reposts

HM Revenue & Customs has selected Salesforce for a customer relationship management contract worth up to £2.4 billion including VAT, a long-term award that sits at the center of the UK tax authority’s wider effort to rebuild its customer-service technology.

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The deal covers a software-as-a-service CRM platform and related capabilities including customer and case management, marketing campaigns, messaging, reporting, analytics and AI, The Register reported. The contract runs until September 2036, with extension options of up to five years that could take it through 2041.

The Register reported that HMRC received two final bids and that Salesforce beat Pegasystems, also known as Pega.

Part of a larger customer-service overhaul

The Salesforce award is one piece of a broader revamp of HMRC’s customer-facing systems. In April, HMRC awarded Capgemini a separate contact-center-as-a-service contract worth up to £600 million including VAT, The Register reported. That agreement is intended to integrate with the new CRM platform.

Together, the contracts point to a multi-year attempt to modernize how HMRC handles taxpayer interactions across service channels.

Backdrop of criticism over phone service

The technology overhaul follows years of complaints about HMRC customer service. As The Register noted, the House of Commons Public Accounts Committee said in 2025 that the department had degraded its telephone service to push taxpayers toward online channels, and found that phone performance had reached an all-time low in 2023-24.

That criticism has given added weight to HMRC’s investment in new front-end systems, with the Salesforce platform positioned to support case handling, communications, analytics and other digital service functions over at least the next decade.

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