HMRC bets up to £2.4B on Salesforce for taxpayer CRM overhaul

Salesforce has won a contract worth up to £2.4 billion including VAT to provide the UK tax collector with CRM software and related services for at least ten years. HM Revenue & Customs (HMRC) selected Salesforce to supply a software-as-a-service CRM platform and related capabilities including customer and case management, marketing campaigns, messaging, reporting, analytics, and AI. Additional functions, including identity verification, fraud detection, and data integration, may be supplied by third parties. The contract runs until September 2036, with extensions of up to five years potentially taking it to 2041. The contract award notice says HMRC received two final bids. Salesforce beat Pegasystems, better known as Pega, whose platform also combines low-code development, automation, and AI. HMRC initially estimated the procurement at £1 billion during preliminary market engagement in April 2025. The subsequent tender put its potential 15-year value at £2 billion excluding VAT, or £2.4 billion including it. …