Issue Description: Farmer who is listed in the Komaza partnership contract has sold the land where he/she planted Komaza trees and the new land owner does not want to continue the relationship with Komaza.


  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 shamba was sold 

    • who is the shamba buyer? Try get the details of the buyer from the farmer (note down name and mobile number and location of new owner)

    • status of farm (health of trees, # of trees standing, etc) 

    • any issues arising from the sale that has not yet been completed.

    • (If farmer is unwilling to give new buyer details - continue with the process and create ticket and escalate without this information)

  5. Inform the farmer -  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 to ensure change of contract information to reflect the new owner. The visit will happen once we have confirmed that all the details check out. End call. 

  6. This step should only happen if farmer did not give new buyer information -> 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 that shamba has been sold:

    • 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

    • Reason for not wanting to continue the Komaza partnership

  8. 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.

  9. Assign the ticket to Harvest for evaluation.