HMRC Customer Relationship Management

Software Platform and Associated Professional Services. Part of the HMRC Enterprise Customer Relationship Management Programme, HMRC have awarded this contract to provide a Software as a Service Customer Relationship Management Platform (SaaS CRM).

The requirement for this procurement is split into core and additional capabilities. Core capabilities must be delivered by the vendor on a first party basis, which refers to software owned and/or developed by the Supplier. Core capabilities include:

• Marketing & Campaign Management
• Customer Management
• Case Management
• Interaction, Channel and Messaging Management
• AI
• Insights
• Reporting & Intelligence
• Customer Experience (Customer Portal and App)

Additional capabilities can be provided by on first- or third-party basis, and include:

• Identity, Verification & Authentication
• Secure Digital Exchange Communications (SDEC)
• Fraud
• Data & Integration Management
• Operational Management
• Knowledge Management
• Non-Compliance Management

The Supplier is also expected to provide an element of professional services to support implementation that the Authority can call down on.