HMRC Customer Relationship Management
HM Revenue & Customs
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Key details
Procurement
- 48000000 Software package and information systems
- 72000000 IT services: consulting, software development, Internet and support
What happened
HM Revenue & Customs awarded this contract to SALESFORCE UK LIMITED worth £2,000,000,000 on 30 Sept 2026. The contract runs until 29 Sept 2036.
Description
Software Platform and Associated Professional Services. Part of the HMRC Enterprise Customer Relationship Management Programme, HMRC have awarded this contract to provide a Software as a Service Customer Relationship Management Platform (SaaS CRM).
The requirement for this procurement is split into core and additional capabilities. Core capabilities must be delivered by the vendor on a first party basis, which refers to software owned and/or developed by the Supplier. Core capabilities include:
- Marketing & Campaign Management
- Customer Management
- Case Management
- Interaction, Channel and Messaging Management
- AI
- Insights
- Reporting & Intelligence
- Customer Experience (Customer Portal and App)
Additional capabilities can be provided by on first- or third-party basis, and include:
- Identity, Verification & Authentication
- Secure Digital Exchange Communications (SDEC)
- Fraud
- Data & Integration Management
- Operational Management
- Knowledge Management
- Non-Compliance Management
The Supplier is also expected to provide an element of professional services to support implementation that the Authority can call down on.
Awarded supplier
Contact
Identifiers
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External ID: fts-ocds-h6vhtk-0584b5 • Added 27 May 2026