💰HMRC Awards £2.4B CRM Contract to Salesforce
HMRC's Customer Service Overhaul Just Got a £2.4B Boost
TL;DR
HMRC has awarded Salesforce a £2.4 billion contract to overhaul its customer service tech, aiming to fix years of criticism over long wait times and poor performance. The new CRM system will integrate with Capgemini's £600 million contact center platform.
HMRC has awarded Salesforce a £2.4 billion contract to provide CRM software and services for at least ten years, starting September 2025. This overhaul aims to address years of customer service issues, including long wait times and disconnected calls. The new CRM system will integrate with Capgemini's £600 million contact center platform, expected to launch in November 2025. The contract includes customer and case management, marketing campaigns, messaging, reporting, analytics, and AI, with potential third-party extensions for identity verification, fraud detection, and data integration.
Key Points
HMRC awarded Salesforce a £2.4 billion contract for CRM software and services, running until September 2036.
The contract includes customer and case management, marketing campaigns, messaging, reporting, analytics, and AI.
Capgemini's £600 million contact center platform will integrate with the new CRM system, launching in November 2025.
Third-party extensions may include identity verification, fraud detection, and data integration.
HMRC's customer service has faced criticism for years, with 44,000 callers disconnected in 2023-24 after 70-minute waits.
Why It Matters
HMRC's customer service overhaul, with Salesforce's £2.4 billion CRM contract and Capgemini's £600 million contact center platform, aims to fix long-standing issues like disconnected calls and 23-minute wait times. The new system will integrate with updated customer service platforms, potentially improving taxpayer interactions significantly. However, the high cost and long-term commitment raise questions about ROI and operational efficiency.
Comments
Be the first to comment
Enjoyed this article?
Get it daily. 7am. Free. Reads in 5 minutes.
Join 3,518 builders reading daily.