Issue Description: Farmer who is listed in the Komaza partnership contract has died and the new land owner/ family has accepted to continue the relationship with Komaza and keep our trees. 


  1. 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)

  2. 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.)

  3.  If no duplicate ticket exists - Agent to create a new one and capture all the relevant details in the ticket.

  4. 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

  5. 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. 

  6. Call Agent to perform due diligence on this information by calling any of the contacts listed below (remember to introduce yourself as a call center agent from Komaza and explain the reason for your call)  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

  7.  Call Agent to call new owner,(introduce yourself as a call center agent from Komaza and explain the reason for your call ) and confirm the following details: 

    • Name

    • Location

    • Mobile Number

    • Relation

    • Confirm that he/she wants to keep Komaza trees (Congratulate new owner on making a good decision and welcome them to Komaza)

  8. Inform the new land owner that a Komaza staff will visit the farm in 1 month's time to do a contract change to legally show that the Komaza partnership is now between him and Komaza

  9. Assign the ticket to Field Ops.