However, PULA’s research showed that registration was not as simple in practice. Because customers had to go through several steps on their phones, they found the registration process to be cumbersome. More importantly, research showed that customers wanted more than simplicity. Most agents and smallholders hesitated to sign up for the insurance after simply reading about it. And input agents, who are often trusted, face-to-face sources of information, did not make enough of an effort to explain the product. PULA often told agents that, by informing customers that their input purchases were insured, they were likely to increase sales, but this proved to be an inadequate incentive.