# Keep symptoms, impact, actions and message aligned

The customer receives clear communication while the technical team progresses.

- **Page** : https://bruno.incwo.com/en/use-cases/coordonner-incident-client-it
- **Secteurs** : B2B SaaS, Consulting
- **Fonctions** : Ops, Customer success, Delivery

## The situation
A customer incident requires diagnosis, communication, technical follow-up and proof of resolution.

## What you want
I want to coordinate without drowning technicians or leaving the customer without updates.

## A plain AI chat
An AI chat can propose an apology, but does not track symptoms, logs, actions and timing promises.

## With Bruno
Bruno gathers elements, prepares the customer update and keeps action history.

## Agents involved
- Support agent
- Customer context agent
- Documentation agent

## Deliverables
- Qualified ticket
- Customer history
- Prepared reply
- Technical note

## Gains
- Less improvised support in emails
- IT customers tracked without heavy tooling