Issue Description: Farmer reporting that the money he was to receive after trees have been harvested from his shamba has been delayed. 


  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: 

    • planting year

    • tree species

    • date when issue happened/ started

    • total # of trees with overgrown trees (needing pruning)

    • was farmer trained in pruning?

    • can he access pruning tools from their farmer group?

  5. Inform the farmer -  that they should expect a visit from Komaza staff in about 1 month's time who will come and help with the pruning request. End call. 

  6. Assign the ticket to Field Ops.