NoteSeptember 29, 2026 at 8:34 AM · 1 min read
HMRC signs up to £2.4 billion Salesforce deal for tax‑payer CRM
The UK tax authority will use Salesforce’s cloud CRM for at least ten years, aiming to modernise its customer service and add AI tools.
HM Revenue & Customs has awarded Salesforce a contract worth up to £2.4 billion, including VAT, for a cloud‑based CRM system. The deal runs to September 2036, with optional extensions that could push it to 2041. The platform will handle customer records, case management, portals, analytics and AI, and will link to a new contact‑centre service from Capgemini. HMRC says the move should make taxpayer interactions faster and cut administrative work.
Why it matters
A modern CRM could reduce long hold times and improve how the tax authority helps people.
Sources & references
| # | Source | Outlet | Date | Key takeaway |
|---|---|---|---|---|
| 1 | HMRC bets up to £2.4B on Salesforce for taxpayer CRM overhaul ↗ | The Register AI | Sep 29, 2026 | Ten-year deal covers customer records, case management, portals, analytics, and AI, with extensions possible to 2041 |
1 sources
Last updated: September 29, 2026
Oossa · Newsletter
The week in AI, explained
Every Monday: the stories worth knowing, in plain language. Free, no spam.