UK tax collector hands Capgemini £600M contact center deal, delays start of £2.4B CRM contract

A £2.4 billion CRM contract — and they still had to delay it.

The UK's tax authority (HMRC) just handed Capgemini a £600M contact center deal and simultaneously pushed back the start date on a separate £2.4 billion, 15-year CRM contract by three months. Fifteen years. That's not a software decision — that's a generational commitment to a vendor.

Here's what that actually means: even the organizations with the deepest pockets and the most resources still can't get CRM transitions right on schedule. They delay. They re-scope. They hand more money to the same consultants who built the problem in the first place.

If you're a mid-market ops leader who's already been through one painful CRM cycle, this isn't a cautionary tale about governments being slow. It's confirmation that complexity and consultant dependency are the default outcome when you pick a platform before you understand your own workflows. You've probably felt a version of this already — just at a smaller scale, with smaller budgets, and less tolerance for another miss.

The size of the contract doesn't make the transition smarter. It just makes the mistakes more expensive.

#CRM #SalesOps #MarketingOps #BusinessOperations #MidMarket

Original Source

HMRC also announced a three month delay to the award and start date of its £2.4 billion, 15 year contract for customer relationship management ...