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

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.