This article explains what Managed Account Status means and what it provides. Managed accounts are also referred to as 'done for you' accounts.
By default, all accounts are 'self service'. This article is purely related to those who opt-in to a managed account, and explains how it differs.
What is a Managed account, and how does it differ to a default self-service account?
By default when your account is setup with BMABA, you'll be on our usual 'self service' account. We still provide as much support as needed via email, web chat or phone, but the default expectation is for you to login to MyBMABA and manage the account, services and resources via the website and app.
Sometimes, for various reasons, we understand clubs don't want to use MyBMABA, or that the self-service approach isn't helpful. It may be a larger commercial club needing a bespoke service, a franchise that doesn't want to provide or use system access, or a club with instructors who aren't technologically savvy. Whatever the reason, anyone is welcome to designate their account as a managed account. We may also move you to this status if we think the online systems pose a significant risk to your ability to run your membership and maintain proper insurance coverage.
Simply put, with a managed account the team will manually undertake tasks, admin and renewals with you by email and phone. We won't send you to places in MyBMABA, nor will we expect or ask you to login and undertake tasks of all kinds - from changes of addresses, inputting of student details, or renewals. Instead, we'll do as much administration as we can directly for you, on your behalf, to cut out the need for you to do this yourself. This is managed account status, or done for you.
Effectively, it allows you to dip and out of BMABA, using as much or as little as you like without the need to use our online portal or system.
Is there any cost?
Designating your account as managed doesn't cost anything.
You may pay slightly more for memberships and insurances, to cover the administration costs and time required to service your account. This is referred to as a service charge. The team can clarity this with you at the point of service, but typically you can expect a c. 5% - 15% additional cost depending on the service. This fee isn't punitive; it's designed to be purely cost-based to the association to help justify and maintain this managed account service.
We will also charge a £5 administration fee anytime you request a change to your account setup. That may be a change of address, the manual issuance of a DBS check, replacement paperwork, the addition of students, and so on.
With exception of the above, there's no other direct costs associated with being a managed account.
You won't be charged any service charge or administration fee for tasks that can't be self-serviced. For example, changing a student's name in the portal can be done by you if you wish to login so it will carry an admin fee. Changing a student's date of birth is locked, and can't be done by you, so will never carry an admin fee.
Please bear in mind that the team will automatically action your requests and may raise the admin fee, at their discretion, without pointing you to the online resource first. This is a key part of the managed account status.
Can I still use MyBMABA and the Portal and are prices there increased?
You're still entirely welcome to use MyBMABA and the instructor portal. Anything you purchase or do within either system will be at the usual discounted 'self service' price. We only need to pass on a service charge or administration fee if the team manually undertake a task that could be done from your end using the systems but is not. If you wish to use MyBMABA for 80% of your own account management but choose to have the team help at key points; such as renewal - that's absolutely fine. We'll do all we can to keep costs down, and you won't pay any extra for any service in MyBMABA.
What is the expected SLA and response times?
Generally speaking, you can expect a more succinct and comprehensive service as a managed account. This is because we won't be trying to help you learn to do tasks yourself in MyBMABA, as we often do for self-service account holders. We'll also do our best to keep you with a key account manager. That will typically be Niki, Joe or Giovanni.
We need to be really clear on response time expectations.
You're welcome to reach out by phone, chat or email and we'll do our best to always provide an immediate response, but it's not always possible. As we're undertaking all the administration and heavy-lifting for your account, it can take us longer than usual to respond as we're not just sign-posting to online resources. We ask that you allow up to 10 working days, where possible (and not urgent) for a task to complete or a reply to be received.
We'll of course endeavour to respond much faster.
What can be done manually for me?
The team can and will undertake all administration manually for you. This includes;
Posting out membership extras like documentation and licence books.
Importing student names from your excel files, and sending back over documentation
Manually quoting renewal prices, or additional service costs - like additional instructors etc
Invoicing direct to your inbox, without asking you to use MyBMABA
Help setting up services and resources, like SEObyBMABA
There may be one or two tasks we can't complete for you - either because of legal restrictions, or purely technical restrictions - but the expectation is that we will undertake any task we can on your behalf.
Pros & Cons
If you're not confident with technology, don't like MyBMABA or prefer to manually manage your account outside of online processes for custom or bespoke setups, you may find managed account status helpful. We'll respond personally on all questions and requests, and you won't need to or be expected to login and manually make changes to your account or membership. This can be a huge pro for most clubs short on time for admin, or technological know-how.
The cons are largely centred around the slightly increased costs and the administration fee when you make account changes. It's also possible to undertake 80% of changes and updates your end, 24/7, using our systems and app. You may find you have to wait longer for a response to queries, or actioning of tasks etc, where you could otherwise have resolved it immediately using our webchat, handbook, and MyBMABA.
Changing to Managed Account Status
If you'd like to switch to managed account status, you can 'flip the switch' from the homepage of MyBMABA, from within the instructor portal, or on request with the team. It's free to do.