A sincere thank you from all of us at BMABA

Hi there,

Over the past few months, we’ve been working hard behind the scenes to completely transform the way we manage support for our community.

As part of this, we’ve undertaken and passed the ISO9001:2015 quality standard — a process that involved retraining our entire team, implementing clearer procedures, and setting out structured processes for dealing with concerns, technical matters, and more complex support cases. It’s been a challenging process, but one that has helped us build the sort of infrastructure our members deserve.

We’ve also welcomed Bella to the team, who now leads much of our front-line membership support. With her help, we’ve been able to ensure there’s a properly trained colleague available to help across live chat, phone, and email right through to 5pm every weekday — even when the wider team are focused on compliance, safeguarding, systems, and development work. This has in turn allowed our senior team to deal with more complex and time-consuming matters, and for the rest of our customer services team to move at pace through lower level or less complex communication.

We know that many of you have wanted more timely, responsive support from us over the past few months. Your patience during this growth has not gone unnoticed, and we’re hugely grateful for the trust and space you’ve given us to get it right.

For the past three weeks, we’ve maintained no more than 25 outstanding support queries at any one time — and on three separate occasions, we’ve cleared the inbox entirely. For comparison, this use to be well beyond 400 at any one point. Our average longest waiting query since June 14th has been 3 days, not 3 weeks.

To give a sense of scale, each week we’ve been handling more than 1,000 live chat replies, over 450 web chat conversations, 350+ emails, 100+ phone calls, and 50+ cases via tickets, WhatsApp, and Facebook. These have ranged from simple password resets and routine queries to safeguarding concerns and highly technical grade or web based issues.

We want to take a moment to acknowledge the incredible work from our internal team in getting us to this point — and to thank our community for helping us reach this new standard.

From this point forward, we won’t allow any slipping back. With programmes like Club Colours and RegulationReady maturing, the successful relaunch of MyBMABA, and our club management platform now live, we’re excited about what comes next. With support now running as it should, we believe the next six months will be some of the most impactful yet for our community.

If you've been in touch over the past couple of weeks, we really hope you've noticed the difference in response rates.

Thank you for being part of it. 🙌