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Citizen Watch UK Hardware Maintenance

Hardware Maintenance Support at Citizen Watch UK

Citizen Watch UK

Introduction:  Citizens Watch UK started engaging with ICC in March 2020 through a strong established relationship with Garry Higgins, from both an account management and technical engineering level. ICC have been providing full break-fix maintenance support since October 2020, as well as providing several added value solutions outlined below.

Service Solution Provided:  Hardware maintenance, software licensing and solutions

ICC Representative: Garry Higgins, Account Manager

The Challenge

Citizen Watch UK had an immediate requirement to move away from their existing incumbent and renew their break-fix hardware maintenance to mitigate any risk to the wider business. They also needed to establish a relationship with a trusted and technical advisor who could assist them in scoping and delivering IT projects, provision 3rd Line Technical Consultancy and work alongside the IT to team and senior management to discuss and address short and long-term IT strategies.

The Solution

Since the partnership started in 2020 and in a relatively short space of time we have built and established a strong trusted and technical relationship with Citizen Watch. We now provide the following services and solutions to enhance and support their IT infrastructure:

  • 3rd Line Support via vouchers to cover their Intel/Network estate
  • Complete hardware break-fix across the estate
  • Software procurement
  • Hardware procurement
  • Solution work
      • O356 Migration
      • CISCO Upgrade
      • VEEAM Backup & Replication
      • F/W Upgrades
      • New Domain Controller
We have found Garry and ICC very personable and a great team to work with. The transfer was very professional and hassle free, they have since provided several added value solutions to our business. Brian Gillingham, Chief Finance and Operating Officer, May 2021

The Result

In accordance with delivering a successful pro-active approach to Citizen Watch UK, ICC schedule weekly technical briefings with IT to discuss and assist with any current challenges faced, review on-going projects and strategies and scope out future project work whilst always considering the short- and long-term road map of the wider IT environment.

What makes ICC stand out to Citizens Watch?

  • Strong account management and a single point of contact
  • Field Engineering competence, experience, and familiarity
  • Access to virtual tour of HO and spares stock
  • Local 24/7 UK Helpdesk
  • Wide range of Technical 3rd Line Expertise and consultancy
  • End-to-End IT solution provider
  • Agile approach to business and the ability to act fast in an emergency
  • Flexibility to tailor our services to meet the customer’s demands and expectations
  • Short escalation structure to senior management
  • Trusted Advisor
  • Close and personable relationship


CITIZEN Watch UK, is a pioneer in watchmaking and innovative technology for over 100 years. With a deep-routed respect for craftmanship, CITIZEN advocates “Better Starts Now”, searching for and accomplishing goals that better our lives.

CITIZEN’s Eco-Drive technology has served as a prime example of how the brand is dedicated to making the world and its environment a better place. A simple, yet revolutionary concept, Eco-Drive technology harnesses the power of light from any natural or artificial light source and converts it into energy to power the watch. Using a renewable natural resource instead of filling our landfills with discarded watch batteries.

Download Case Study Here

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