Glass: How We Manage Retainers with Transparency

Developed by our team, it transforms how retainers are managed and reflects exactly how we think our partnerships should operate: with transparency, accountability, and collaboration.

Retainers can often feel muddy from a client’s perspective.

Retainers usually have updates sent in an email, tasks sat in project tools, or conversations happening in weekly catch-ups. 

Glass brings everything into one place. 

Through the Glass dashboard, clients can view a complete history of their project, all development activity, key links and resources relevant to their platform, and a clear record of what’s been delivered and by whom. 

This is our modern approach to ongoing web development projects, combining:

• Centralised project information
• Clear monthly reporting
• Real-time dashboards
• Transparent developer activity
• Safe deployment tools
• Structured task management
• Regular collaborative meetings

There’s no need to chase updates or piece together progress from multiple sources. Everything is documented and available in one place, creating a reliable “single source of truth” for the client.

You can give clients access, but clear communication is what really keeps your retainers transparent.

That’s why Glass includes structured monthly reporting as a key feature.

This includes a breakdown of all work completed within the month, tasks that are in progress that will carry over into future retainer cycles, and planned or upcoming tasks that will be prioritised in upcoming months. 

This data isn’t gone after one month. There’s a permanent record of delivery so that clients can easily review historical work, measure output, and communicate in-house on progress across development projects to stakeholders. 

This not only clarifies reporting but also how work is organised and prioritised by categorising tasks into clear sections. 

• Completed – Work that has been delivered and signed off
• In Progress – Active development currently underway
• Queued – Approved tasks waiting to be picked up

This helps manage expectations and encourages a more proactive and collaborative relationship. Glass can help clients take a more active role in shaping their roadmap and keep on top of the project task lists.

Glass shows exactly who has worked on the website and what they’ve done, meaning clients won’t be wondering who to get in touch with about specific elements of the site. You aren’t just interacting with the business but with a team of individuals who are actively building and improving their platform. 

As we all know, priorities within businesses can shift quickly.

Glass makes it easier to adjust priorities without losing visibility or control.

Your web development project doesn’t have to be ‘locked in’ to a rigid plan. Clients can introduce new tasks into the task queue, reprioritise existing work, and see how those changes will impact the current project pipeline.

Content updates are a regular part of any website’s lifecycle, but they can sometimes introduce risk if not managed carefully.

Each month, we hold a dedicated meeting with clients to review progress and plan. These sessions are an important part of the retainer process to keep both agency and clients aligned, with space for open discussion and a catch-up.

During these meetings, we typically:

• Discuss completed and ongoing work
• Address any questions or feedback
• Identify new requirements or priorities

This is also an opportunity for clients to raise new tasks or respond to emerging needs. For example, something may arise internally on the client side—a new campaign, a business change, or a technical issue—that requires development support.

By combining the structured data within Glass with open conversation, we create a balanced approach: data-driven transparency supported by collaborative planning.

Ultimately, Glass is about more than just tools and features; it’s about trust.

By making every aspect of the retainer visible, from individual tasks to overall progress, Glass removes uncertainty and builds confidence. 

This level of openness creates a partnership built on clarity, accountability, and shared understanding.