Our Customer Diagnostic Center has been built with our customers at the very heart of things. The full range of services can be tailored to your specific needs, so you can pick and choose the exact support that matches your operational goals.
With the Customer Diagnostic Center (CDC), you gain a dedicated real-time diagnostic partner to ENSURE operational reliability, PREVENT costly disruptions, and IMPROVE performance. Backed by over 100 full-time experts, the CDC offers tailored solutions designed to lower lifetime costs, strengthen security, and provide full transparency. Through data-driven insights and expert analysis, we help you maintain system health, manage risks, and keep operations running efficiently.
The ENSURE layer gives you 24/7 immediate access to diagnostic specialists through our BG HOTLINE. Having a global knowledge base of more than 60,000 cases, our team brings a depth of experience that is difficult to find elsewhere. BG SITEPRO also gives you the option to have a diagnostic expert on site when required, whether in emergencies or during peak periods. This service helps reduce downtime, resolve issues quickly, and support your team with reliable, expert-led diagnostics whenever needed.
The PREVENT layer secures and improves the robustness of your equipment. We offer certified access management through BG ACCESS, ensuring that only approved personnel interact with your systems — certified by the ISO 27001 standard. BG SECURE allows us to assess and test your site’s cybersecurity and system resilience, including running controlled evaluations in a test environment.
This proactive approach helps you meet rising regulatory demands, reduce security risks, and avoid disruptions caused by software updates or unauthorized access.
The IMPROVE layer provides transparency on actual performance, and crucially, where it can be better. Using advanced algorithms, artificial intelligence, neural networks, and machine learning, diagnostic models process billions of real-time data points to identify opportunities for optimisation. BG INSIGHT gives users an intuitive overview of system health, operation, trends, and maintenance updates and is widely used to examine performance and carefully proactively react to decided KPIs.
With BG PREDICT, we take predictive maintenance to a new level with proactive diagnostic advice, to help you reduce service interruptions and optimize maintenance planning. By applying predictive analysis across your operations, you can increase equipment availability, reduce avoidable costs, and make better use of your critical resources.
The CDC runs a 24/7 Global Monitoring Center as a proactive part of our diagnostic services. In real-time, we monitor sortation systems, software, hardware, and site performance, as well as being a Network Operations Center (NOC).
The Monitoring Centre tracks critical data points and detects early signs of potential issues, well before they affect operations. This allows your team to act based on real-time facts, not assumptions.
By turning live monitoring into actionable advice, the Monitoring Centre supports your long-term efficiency, system availability, and risk management — 24 hours a day, 365 days a year.
Director, Customer Diagnostics Center
