Salesforce, the #1 AI CRM, announced a landmark 15-year, up to £2 billion strategic agreement with HM Revenue & Customs (HMRC) to modernise services and transform customer service experience for UK taxpayers.
As HMRC’s strategic Enterprise Customer Relationship Management (ECRM) provider, Salesforce will unify legacy systems onto a single secure platform, delivering a 360-degree view of taxpayer interactions to enable faster, first-contact query resolution. The platform will equip HMRC teams with real-time taxpayer insights, automated workflows, and AI-assisted tools that significantly reduce manual workloads. Together, these capabilities directly support HMRC’s ambition for 90% digital service delivery by 2030 while maintaining crucial support for those who need extra assistance.
“Governments around the world are entering a new era of transformation powered by trusted AI — one that puts citizens first, makes public services simpler to access and more seamless,” said Kendall Collins, CEO Missionforce and Government Cloud. “HMRC is a global leader demonstrating what’s possible when governments embrace innovation with people and trust at the centre. Through Missionforce, Salesforce is proud to partner with a forward-thinking organisation like HMRC to modernise critical systems, unlock the potential of AI, and deliver better outcomes at scale for the people they serve.”
A modern, connected tax experience for 39 million taxpayers
The UK tax system is one of the nation’s most widely used public services, supporting more than 34 million citizens and five million businesses. However, legacy systems and fragmented channels have made it challenging to deliver seamless and efficient services to taxpayers.
The new system, which will leverage Agentforce, Public Sector Solutions, and Marketing Cloud, is underpinned by Salesforce’s trusted Data 360 platform. It will provide HMRC with a single, connected view of each customer’s interaction history across every customer contact channel. For taxpayers, this delivers clearer information through their preferred channels and eliminates repetitive contacts. For HMRC, it provides a unified customer profile, enables faster query resolution and higher rates of first-contact resolution, for the first time.
To power this transformation, HMRC will adopt Agentforce — Salesforce’s trusted, AI agent platform — to assist caseworkers by automating routine administration, triaging inbound queries, and routing complex cases to the right specialists. Operating within tightly governed workflows, these AI capabilities increase operational capacity while ensuring human oversight from trained HMRC staff remains integral to every taxpayer decision.
Salesforce’s platform adheres to strict UK data protections standards, with robust encryption, and role-based access controls built-in across every interaction to ensure data remains secure.
Partnering with UK businesses
Salesforce is deeply committed to driving UK economic growth and fostering a strong network of local partners—a promise backed by its $6 billion, five-year investment in the UK (2023–2028). In addition, Salesforce Ventures has invested over $200 million specifically in UK AI companies.
As part of the HMRC project, UK decision-intelligence firm Quantexa will collaborate on the deployment to provide tools that automatically connect complex data and spot patterns of fraud. This gives HMRC caseworkers real-time risk scores and uncovers signals of hidden fraud networks, directly supporting HMRC’s efforts to recover uncollected revenue and close the tax gap.
Salesforce has also committed to allocating 15% of its professional advisory services work to UK small and medium-sized enterprises (SMEs), ensuring local businesses play a direct role in shaping and evolving HMRC’s digital platform.
Nurturing digital skills across the UK
As the UK solidifies its position as a global AI leader, realising the full value of artificial intelligence requires building national capability and workforce confidence, so no one is left behind. As part of this mission, Salesforce will collaborate with schools, employment services, and its customer and partner ecosystem to expand access to AI and digital skills across the country.
This initiative provides pathways to AI fluency and inclusive careers — including apprenticeship routes focused on young people, neurodivergent individuals, and underrepresented groups. These efforts directly support Salesforce’s broader commitment with the UK Government to train 10 million workers in AI by 2030.
“HMRC provides essential services to millions of individuals and businesses, collecting the revenue that funds public services and supporting economic growth. This transformation is vital to helping power the UK’s success,” said Zahra Bahrololoumi CBE, President & CEO of Salesforce UK & Ireland. “Technology is only one part of the value this contract will deliver. By directly supporting the Government’s digital skills agenda, we have an opportunity to open doors to high-growth tech careers, expand access to AI capabilities, and help build a more diverse, skilled digital workforce for the entire nation.”
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