Let the War on HMRC’s $2.7B CRM Contract Begin

Last Updated:Wednesday, July 23, 2025

This week on Funnel Frontier: UK’s biggest, decade-long CRM contract is up for grabs and Salesforce, Microsoft & friends want it.

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This week:

  • Let the war on HMRC’s $2.7B CRM contract begin
  • Zoho’s rolling out its own AI agents and they’re cheaper than yours

 

Stat of the Week

Last anyone checked, CRM gives back $8.71 for every dollar spent. (Nucleus Research)

 

Let the war on HMRC’s $2.7B CRM contract begin

His Majesty’s Revenue and Customs (HMRC) just dropped a Request for Proposal for a CRM contract worth a cool $2.7 billion (£2B), not including VAT. Initially, HMRC bookmarked £1BN for the project, but it appears to have now doubled its budget.

This isn’t just about streamlining some dusty internal systems. The government wants to completely rework how the UK tax office handles customer experience. A full CX makeover, powered by CRM, CCaaS, AI, fraud detection, and probably a few strongly worded apology letters.

Oh, and did we mention the deadline to participate is August 13, 2025? Blink and you’ll miss it.

 

Who’s gunning for the crown?

This is less of a CRM bake-off and more of a gladiator battle. With £2BN on the line, everyone’s bringing their A-game, AI tricks, and lobbyists.

Salesforce has...