USE CASE

Manage Retainer Delivery

Get full visibility on what each client is paying for and what you’ve actually delivered this period. Track recurring deliverables, one-off requests and scope creep so you can protect your margins and spot upsell opportunities early.

Challenges

• Retainers treated like “all you can eat”

The client pays a flat fee, your team says yes to everything, and nobody really knows if the account is profitable.

• No clear view per period

You don’t see, in one place, “what was included this month vs what we actually did” for each client.

• One-off requests lost in the noise

Extra tasks arrive by email, Slack or WhatsApp and rarely get logged.

At renewal time, nobody remembers how much extra you quietly delivered.

• Weak handover from sales to delivery

Sales closes a retainer with promises and special clauses… that never get fully translated into operational reality for the delivery team.

• Hard to justify upsells or price increases

You feel you’re over-servicing, but you lack clean data to show extra scope, overuse, or new needs that should become a bigger package.

• Finance flying half-blind

Invoices go out based on the contract, not on what happened.

There’s no simple way to see under-delivery, over-delivery or billable extras.

Capabilities

• Structured retainer model in Notion

Each retainer becomes a structured record: fee, billing period, included deliverables (hours, assets, campaigns, support time), SLAs, channels, special terms.

No more guessing what “Gold plan” actually means.

• Direct link from contract to scope

The signed SOW/contract is attached, and its key terms are translated into fields.

Delivery can see, in seconds, what was sold and what’s explicitly out of scope.

• Per-period delivery tracking

For every cycle (month/quarter), the system tracks what’s planned and what’s done: campaigns, reports, calls, design work, support hours.

Tasks and deliverables are linked to the current period and the retainer.

• Request intake captured and tagged

Extra requests coming through email are forwarded into Notion via Notion Mail; chat/DM requests are logged through quick-capture views.

Each request is tagged as “in scope”, “borderline” or “out of scope”.

• Usage and burn-down views

Dashboards show, per client and per period:

Included units (hours, tickets, assets)

Used so far

Remaining capacity

Notion Calendar can show booked calls/reviews for the retainer next to delivery tasks, so the team understands total load.

• Scope creep and upsell signals

The system tracks patterns: how often out-of-scope work is requested, how many “free” extras you delivered, which clients consistently use more than they pay for.

These become concrete arguments for upsells or plan redesign.

• Alignment between delivery and finance

At the end of each period, the system generates a summary: included work vs delivered, extra items, and suggested invoice lines (e.g. overage, change orders).

Finance can invoice with confidence, not intuition.

• Client-facing summaries (optional)

If you want transparency, you can share clean, filtered views with clients: “this is what your retainer covered this month, plus the extra we handled”.

It builds trust and makes pricing conversations easier.

• Multi-service / multi-region ready

Retainers can be grouped by product line, region or team.

Leadership can see which types of retainers are healthy, which ones always overflow, and where to adjust packaging.

Outcomes

• Margins protected without guesswork

You finally see which clients and packages are healthy and which ones quietly bleed time and profit.

• Less invisible over-servicing

One-off requests and “small favors” are tracked.

You can decide consciously when to absorb them and when they should become an upsell.

• Calmer, clearer delivery teams

The team knows what’s included this period, what’s been delivered, and what’s pending.

Less firefighting, more planned work.

• Stronger, data-backed renegotiations

When you propose a price increase or a bigger package, you have evidence: actual usage, extra work, and how the client’s needs have grown.

• A retainer model that scales

As you sign more retainers, you don’t multiply chaos.

You multiply clients inside a system that’s already designed to keep quality and margins under control.

Tired of retainers that “feel” busy but you’re not sure they’re profitable?