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

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.

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.