Issue Description: Farmer who is listed in the Komaza partnership contract has died and the new land owner/ family has refused to continue the relationship with Komaza.
Call center agent to identify the farmer through the database (SSOT). Farmer can be identified using:
ID Number
Kcode
Mobile Number (this is not reliable)
Farmer full names (this is not reliable)
Call Agent to confirm that no duplicate ticket exists - if it does, merge with existing ticket and put a note stating that there was a repeat call to check on status of this issue. (If a duplicate ticket exists - The Agent should inform the caller at this point that the issue has been escalated to our field team and they should expect a visit in the coming weeks. End call.)
If no duplicate ticket exists - Agent to create a new one and capture all the relevant details in the ticket.
Confirm from the caller the following information to capture in the ticket:
date farmer died
who is calling to report that farmer is dead
who is expected to inherit the land and note down name and mobile number, relation and location of new owner
status of farm (health of trees, # of trees standing, etc)
any issues arising from death of farmer
Inform the caller - that they should expect a visit from Komaza staff in about 1 month's time who will confirm on the next steps Komaza will take. The visit will happen once we have confirmed that all the details check out. End call.
Call Agent to perform due diligence on this information by calling any of the contacts listed below on farmer's account to counter check this information: -
Consignee on contract
Caretaker of farm (if available)
Area Chief
Any other identified persons on SSOT
Call Agent to call new owner and confirm the following details:
Reasons for not willing to continue with partnership
Planting year
Tree species
Total # of standing trees
Inform the new land owner that a Komaza staff will visit the farm in 1 month's time to conduct an evaluation of the trees.
Assign the ticket to Harvest for evaluation.