PolicyThe Registerabout 1 hour ago
HMRC Awards Salesforce £2.4B CRM Contract
5 min read
HM Revenue & Customs selected Salesforce for a ten-year CRM contract worth up to £2.4 billion including VAT, beating Pegasystems. The deal covers customer records, case management, portals, analytics and AI, running to September 2036 with extensions possible to 2041. It follows complaints about HMRC's phone service, where callers spent 798 years on hold in 2022-23.
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