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MCE is an IT and telecommunications company offering IT products, repair services, CCTV and surveillance systems, VoIP phone systems, copier solutions, cloud services, and support across South Africa. With a commitment to staying ahead through innovation and quality service, MCE has built a reputation for keeping clients informed every step of the way.

For Managing Director Franco Massyn, reliable client communication has always been a priority. “Our clients trust us with their technology, and they deserve to know exactly what’s happening with their repairs or service requests at all times,” says Massyn. “Over the years we’ve added email and WhatsApp to our communication mix, but SMS remains one of the most effective channels we have. It’s instant, it doesn’t require an internet connection, and it reaches clients who might not check their email regularly.”

MCE integrates SMS notifications into their service management workflow, automatically updating clients on the progress of their support tickets from intake through to completion. SMS also plays a critical role in MCE’s accounts and debt collection process, where timely and reliable delivery is essential. “When it comes to payment reminders or outstanding account notifications, you need a channel that gets seen. SMS delivers that,” says Massyn.

The system also supports two-way communication, allowing clients to respond directly to SMS messages. Once a job is completed, an automated SMS is sent requesting feedback. “We receive client responses daily, and it gives us valuable insight into how we’re performing and where we can improve,” says Massyn.

As MCE continues to grow its service offerings and expand its digital capabilities, SMS remains a foundational part of its client communication strategy, complementing newer channels like WhatsApp and email to ensure no client is left in the dark.