The National Water Company (NWC) and upsource by solutions — a subsidiary of solutions by stc and a leading provider of Business Process Outsourcing (BPO) services — have announced the signing of a strategic agreement aimed at developing and enhancing customer experience management services in the water distribution sector across the Kingdom. The agreement is part of both parties’ efforts to improve service quality and achieve operational excellence.
The National Water Company clarified that the agreement includes the provision of voice interaction services and the management and operation of the unified call center for water distribution sector customers in the Kingdom. The agreement spans three years, starting in April 2025, with a total value of SAR 94 million. The company indicated that this agreement marks the beginning of broader future cooperation between the two parties, covering a comprehensive range of customer interaction channels.
This agreement reflects upsource by solutions’ commitment to supporting vital sectors in the Kingdom, particularly the utilities sector, which is a cornerstone in enhancing quality of life and ensuring the sustainability of services and infrastructure. It also aligns with the company’s strategy to expand its service portfolio and strengthen its presence in the Saudi business market.
The collaboration aims to improve the efficiency of services provided to NWC customers by delivering prompt and effective support, alongside advanced technological solutions that enhance the customer experience and meet their needs efficiently.
The National Water Company reaffirmed its ongoing commitment to its customers through the implementation of development programs designed to deliver a comprehensive customer experience and achieve the highest levels of operational efficiency — all within the framework of national digital transformation goals and Saudi Vision 2030.
This agreement underscores the company’s dedication to providing high-quality services that meet customer expectations and enhance satisfaction.
About upsource by solutions:
upsource by solutions is a leading BPO provider in the Kingdom of Saudi Arabia. It was established to combine local expertise with global standards, serving over 100 clients across various sectors with the support of a workforce exceeding 9,000 employees. upsource is the first entity in the Kingdom to obtain the COPC (OSP) certification in the outsourcing field, strengthening its ability to offer advanced services through strategic operational centers in Riyadh, Jeddah, Qassim, and Madinah.
The mission of upsource by solutions is to lead digital transformation through innovative technologies and deliver exceptional services in a fair and inclusive work environment. The company has received multiple awards recognizing its industry leadership, commitment to operational excellence, and employee-centric practices.
