From Silence to Success: Solving the Post-Campaign Response Gap for Olly Collects

When the Phone Doesn’t Ring

Oliver's distribution was due to begin February 16th, 2026, and by the close of the two-week distribution window on February 27th, he'd not received a single phone call, prompting him to contact us and ask, "What has happened to my campaign?"

The Moment Every First-Time Client Dreads

Immediately, we launched an investigation both internally and with Royal Mail and provided proof of contract, print, and delivery to the WBC sorting hub to set Oliver's mind at ease that Flow hadn't taken his money and run, and that instead, there were complications elsewhere.

What Happens When Results Don’t Appear?

Investigations can take up to 3 weeks to get a definitive outcome; the customer was told this may be the case, but throughout, we chased Royal Mail and updated Olly every two to three days, whether we had heard anything or not. It was a tense waiting game in the search for answers.Nine days from when the initial complaint was flagged to us, the team received an email from Royal Mail.

The email stated that due to an admin error, the distribution was incorrectly booked by Royal Mail themselves, that they had located the material, and that either the distribution could be cancelled or proceed for the date booked in error. We notified the client as soon as we were aware of this, and it was decided that the leaflet drop would remain booked in.

"When I first reached out I was confused, angry and anxious; it wasn't a pleasant situation to be put in. I'm a very niche business which I run purely as a hobby in my spare time, it had taken me a long time and investment in marketing, and I was unsure on whether Flow would position themselves either for or against me. But to have Matt confirm they hadn't gone out meant that Matt and Flow worked for me to resolve this, rather than against me."


Oliver Gratan - Owner of Olly Collection
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When the Calls Started Coming In

The relief was felt by all immediately; Olly had his answers at last. His campaign hadn't fallen on deaf ears, nor had his worries, and just a few short days later the calls began to come. His fear and anxiety were replaced by elation as we connected him with the people he wanted to speak to all along through this process; 9,964 leaflets now in the hands of prospects ready to part with their collections.