HMRC Customer Relationship Management
Buyer: HM Revenue & Customs
Awarded to Salesforce Ltd for £2,000,000,000.
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.
Awards
| Awarded to | Amount | Date |
|---|---|---|
| Salesforce Ltd | £2,000,000,000 | — |
Official publications
- FTS · 097304-2026 · 15 October 2026
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Frequently asked questions
- What is the estimated value of this tender?
- The estimated value published by the buyer is £2,000,000,000.
- Who is the buyer of this tender?
- The contracting authority is HM Revenue & Customs (United Kingdom).
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- Bids are submitted through the official public procurement portal in the United Kingdom. El Vínculo helps you find tenders and analyse their documents; submission always happens at the official source.
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