National Water Company and Upsource by Solutions Collaborate to Enhance Customer Services in Saudi Water Distribution Sector

National Water Company (NWC) and upsource by solutions, a subsidiary of solutions by stc and a leading provider of business process outsourcing services, announced the signing of a strategic agreement aimed at developing and enhancing customer experience management services in Saudi Arabia’s water distribution sector. The partnership comes as part of both parties' efforts to raise the standard of services and achieve operational excellence.

Spanning three years and starting in April 2025, NWC said that the agreement cost is SAR94 million, and includes the provision of voice interaction services, management and operation of the unified call center, serving the customers of the Saudi water distribution sector. NWC pointed out that this agreement marks the beginning of broader cooperation in the future between the two parties, which will potentially include a full range of customer interaction channels.

The agreement reflects upsource by solutions' commitment to support vital sectors in the Kingdom, especially the public utilities sector, which is a key pillar in improving the quality of life, and ensuring the sustainability of services and infrastructure. The agreement comes as part of its strategy to expand its service portfolio, and strengthen its presence in the Saudi business market.

This cooperation aims to improve the efficiency of the services provided to NWC customers through providing prompt and effective support, as well as advanced technology solutions that efficiently enhance the customer experience and meet their needs.

Driven by the national digital transformation objectives and Saudi Vision 2030, NWC emphasized its commitment to its customers by implementing such development programs aimed at providing integrated customer experience and achieving the highest levels of operational efficiency.

Ultimately, this agreement reflects NWC's commitment to providing high-quality services that meet the aspirations of its customers and boost their satisfaction.