HMRC Awards Salesforce £2.4BN CRM Contract in Broader Transformation Plan
HM Revenue & Customs (HMRC) has awarded Salesforce a £2.4BN contract to provide its new Enterprise Customer Relationship Management (CRM) capability.
The decade-plus agreement will add an AI-driven customer data layer to HMRC's contact center and digital services, marking a significant part of the U.K. tax authority's broader transformation plans.
HMRC selected Salesforce after evaluating two final-stage bids from itself and Pegasystems, with quality at 70%, social value at 10%, and price at 20%.
The contract includes a software-as-a-service (SaaS) CRM platform and associated professional services, with the option to extend for up to five additional years until 2041.
HMRC's existing data work has brought together previously separate data sources into 97 million unique records in a Central Customer Registry, which the new CRM will need to connect with.