Salesforce Lands £2.4B HMRC Contract in Major CRM Overhaul

HMRC has awarded Salesforce a contract worth up to £2.4 billion to replace its outdated customer relationship management platform, part of a broader overhaul of the tax authority's customer-facing technology.

The deal, which will run for at least a decade and potentially until 2041, beat out Pegasystems in a two-way final bid.

The new cloud-based CRM system from Salesforce will cover customer records, case management, marketing campaigns, messaging, reporting, analytics, and artificial intelligence, the contract award notice stated.

HMRC's overhaul follows years of complaints about its customer service, with a House of Commons Public Accounts Committee report in 2025 accusing the department of deliberately degrading its telephone service to push taxpayers toward online channels.