Salesforce赢得了这份价值高达24亿英镑（含增值税）的合同，将为英国税务部门提供CRM软件及相关服务，服务期限至少为十年。英国税务与海关总署（HMRC）选择Salesforce提供的软件即服务（Software as a Service, SaaS）型CRM平台，该平台涵盖客户管理、案件管理、营销活动、消息传递、数据分析以及人工智能等功能。
Salesforce has won a contract worth up to £2.4 billion including VAT to provide the UK tax collector with CRM software and related services for at least ten years. HM Revenue & Customs (HMRC) selected Salesforce to supply a software-as-a-service CRM platform and related capabilities including customer and case management, marketing campaigns, messaging, reporting, analytics, and AI.
此外，身份验证、欺诈检测和数据集成等附加功能可能由第三方提供。该合同的有效期为2036年9月，未来有可能延长五年，最长服务期限可达2041年。根据合同公告，HMRC共收到了两份最终投标方案，Salesforce击败了竞争对手Pegasystems（更广为人知的名称是Pega）——Pegasystems的软件同样具备低代码开发、自动化和人工智能等功能。
Additional functions, including identity verification, fraud detection, and data integration, may be supplied by third parties. The contract runs until September 2036, with extensions of up to five years potentially taking it to 2041. The contract award notice says HMRC received two final bids. Salesforce beat Pegasystems, better known as Pega, whose platform also combines low-code development, automation, and AI.
2025年4月，HMRC在初步市场调研时估计该项目的采购成本为10亿英镑；后续的招标结果显示，该项目在15年内的潜在价值为20亿英镑（不含增值税），含增值税则为24亿英镑。公告中提到，新的CRM系统需要“与更新后的客户服务平台（包括未来的“Contact Centre as a Service”, CCaaS）无缝集成”，以“提升纳税人的服务体验、简化服务流程并减轻行政负担”。
HMRC initially estimated the procurement at £1 billion during preliminary market engagement in April 2025. The subsequent tender put its potential 15-year value at £2 billion excluding VAT, or £2.4 billion including it. That notice said the new CRM system would need to "seamlessly integrate with [the] updated customer service platforms, including the future Contact Centre as a Service (CCaaS) … directly enhancing taxpayer interactions, streamlining services, and reducing administrative burdens."
Salesforce的中标是HMRC客户服务技术全面升级计划的一部分。同年4月，HMRC还与Capgemini签订了另一份价值高达6亿英镑（含增值税）的“Contact Centre as a Service”服务合同，该合同同样为期十年，旨在与新的CRM平台实现集成。此次技术升级举措是在多年来公众对HMRC客户服务质量不断抱怨的背景下推出的。
The Salesforce award forms part of a broader overhaul of HMRC's customer-facing technology. In April, the department awarded Capgemini a contact-center-as-a-service contract worth up to £600 million including VAT. The agreement could also run for ten years and is intended to integrate with the new CRM platform. The overhaul follows years of complaints about HMRC's customer service.
2025年，英国下议院公共账户委员会（Public Accounts Committee, PAC）指责HMRC故意降低电话服务质量，迫使纳税人转向在线服务渠道；PAC的调查发现，2023-2024年度HMRC的电话服务表现达到了历史最低水平。
In 2025, the House of Commons Public Accounts Committee (PAC) accused the department of deliberately degrading its telephone service to push taxpayers toward online channels. The PAC found that phone performance had reached an all-time low during 2023-24.
在该财政年度的前11个月里，英国税务海关总署（HMRC）切断了近4.4万名客户的电话连接；这些客户总共等待了70分钟才与客服人员取得联系，因为该机构的系统无法应对如此高的呼叫量。实际上，只有三分之二的来电得到了接听，平均等待时间超过了23分钟。此前，英国国家审计署（National Audit Office）的一份报告指出：在2022-2023年度，这些客户总共在电话等待中浪费了798年的时间。
During the first 11 months of that financial year, HMRC disconnected nearly 44,000 callers who had spent 70 minutes waiting for an adviser because its system could not cope with demand. Only two-thirds of calls were answered, and the average wait time was more than 23 minutes. An earlier National Audit Office report found that callers collectively spent 798 years on hold during 2022-23. ®