Browsing: HMRC

The UK’s tax authority, HMRC, says its controversial decision to spend up to £4.4 billion ($5.8 billion) on a new CRM system from Salesforce is justified, because building its own software platform would be too expensive, complex and slow.

The UK’s tax authority, HMRC, says its controversial decision to spend up to £4.4 billion ($5.8 billion) on a new CRM system from Salesforce is justified, because building its own software platform would be too expensive, complex and slow.

The UK’s HM Revenue & Customs (HMRC) has awarded Salesforce a £2.4bn (US$3.2bn) contract as it seeks to improve its service operations, replace fragmented legacy systems and expand AI-assisted taxpayer services.

The government will take money directly from the bank accounts of tax evaders under new powers.

19-10-2026 By: Bob KoigiChannel: ai-for-marketing Tags: Artificial Intelligence Financial Services Salesforce United Kingdom

The HMRC Salesforce contract, worth up to £2bn over 15 years, will move legacy tax systems onto one platform with AI tools to triage taxpayer queries.

HM Revenue & Customs has chosen Salesforce over Pegasystems in a £2.4BN contract tender for its CRM program. The decade-plus agreement adds an AI-driven customer data layer to a wider transformation of the U.K. tax authority’s contact center and digital services.

NiCE closed its largest-ever CXone deal with the UK tax authority HMRC. However, the company faces challenges in rapidly scaling AI solutions within the enterprise following contract signing.