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.