HMRC Customer Relationship Management System (Re-publication)

His Majesty's Revenue and Customs (HMRC) is seeking a Software as a Service (SaaS) supplier to provide a Customer Relationship Management (CRM) solution as part of the HMRC Enterprise CRM Programme. This is a re-publication of a previous tender notice under the Procurement Act 2023, and HMRC is not accepting new participants to this specific procurement. The CRM system must deliver core capabilities on a first-party basis (software owned and/or developed by the supplier), including: Marketing & Campaign Management, Customer Management, Case Management, Interaction/Channel/Messaging Management, AI capabilities, Insights, Reporting & Intelligence, and Customer Experience (portal and app). Additional capabilities may be provided on a first- or third-party basis, including: Identity & Verification/Authentication, Secure Digital Exchange Communications, Fraud management, Data & Integration Management, Operational Management, Knowledge Management, and Non-Compliance Management. Suppliers must also provide professional services to support implementation. Future procurement opportunities are planned for Intelligent Client Functions, System and Service Integrators, and supplementary software capabilities.