How Worldpay outgrew GuideCX and built a scalable partner onboarding engine with Rocketlane

How Worldpay modernized partner onboarding and built a scalable delivery engine with Rocketlane

Worldpay is a global payments technology company that provides processing services to merchants, partners, platforms across a wide range of payment methods including credit and debit cards, digital wallets, Apple Pay, Google Pay, gift cards and alternative payments.
At the core of this ecosystem is Worldpay’s Platform business, which supports ISVs, PayFacs, and technology partners integrating directly into Worldpay’s payments infrastructure.

To deliver a consistent, high quality onboarding experience, Worldpay relies on its Platform Partner Experience (PX) and Implementation teams. These teams coordinate the work needed to bring partners live from technical integration and certification through launch and ongoing production readiness. The Implementation function collaborates closely with Product, Engineering, Risk, Compliance, Support, and Go-to-Market teams to guide partners through a structured, multi workstream onboarding journey.

Within the Platform PX Strategy & Operations organization:

• Ryan Johnson, Operations Leader, responsible for driving scalable execution across complex partner and customer initiatives. He focuses on translating strategy into operational reality aligning stakeholders, clarifying scope, and ensuring programs are delivered with consistency as the business grows
• Poonam Kumari, Senior Business Process Analyst, drives process standardization, workflow design, and technology enablement to scale delivery.
• Michael Gresty, VP of Partner Experience Strategy & Operations, provides strategic direction to ensure partners receive a streamlined, predictable first experience as they transition from Sales into Implementation.

As the business expanded, so did the number of onboarding motions, project types, and regions involved. Worldpay needed a way to scale delivery without losing clarity, control, or the partner experience. Their primary goal was to create a more transparent, standardized implementation journey, while reducing manual effort and improving cross team visibility.

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The State Before Rocketlane

Fragmented tools and inconsistent visibility

Onboarding was managed across a patchwork of systems GuideCX, spreadsheets, Salesforce/HubSpot, and email. Each function tracked different parts of the journey, resulting in:

• Manual reconciliation of project information across tools
• Limited visibility for partners and internal stakeholders
• Inconsistent use of templates, statuses, and terminology
• High dependency on PMs to maintain accuracy across multiple systems

GuideCX provided basic structure, but integrations were limited, and PMs frequently double entered updates to ensure leadership and go-to-market teams had accurate status information.

Spreadsheet driven workflows

Some onboarding motions especially in PayFac and legacy segments were still managed entirely in Excel. Partners were often shown internal spreadsheets during calls, reducing clarity and making it difficult to distinguish internal vs. partner facing tasks.

Minimal automation and reporting

None of the existing tools provided strong automation or portfolio-level reporting.
PMs manually updated phases, dates, and key fields. Leadership relied on one-off spreadsheets or manual rollups to understand pipeline health and onboarding velocity.

Email heavy communication

Critical partner conversations, decisions, and updates lived inside inboxes. With teams scaling across regions and time zones, this created gaps in visibility, slowed handoffs, and made historical context difficult to track.As onboarding volume increased and new regions were added, these limitations began to hinder scalability and partner experience.

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Why Worldpay Shifted to Rocketlane

Worldpay needed more than a project tracker it needed a global delivery platform that could:

• Standardize onboarding across segments and regions
• Provide partners with a modern, guided portal experience
• Automate operational tasks and reduce PM overhead
• Integrate with Salesforce, Zendesk, and other core systems
• Improve visibility into portfolio performance and partner progress

Rocketlane’s combination of project execution, customer portal, automation, reporting, and integration capabilities aligned with Worldpay’s long term PX vision.

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A unified, partner friendly portal

Rocketlane’s customer portal now provides partners with a clean, guided view of their onboarding journey.
Worldpay can tailor what partners see, ensuring internal tasks stay internal while partners receive clarity around:

• Milestones
• Documentation
• Prerequisites
• Assigned actions
• Phase progression

Dynamic conditioning ensures partners see the right information at the right time.

Automation removed large amounts of manual work

Automations now update phases, statuses, ownership, and key fields as work progresses.
As onboarding expanded to APAC, EMEA, and new partner categories, global automations became critical for:

• Correct regional routing
• Dynamic template selection
• Integration type segmentation
• Reducing PM admin time

Earlier partner momentum

Rocketlane allows partners to begin prerequisites even before a PM is fully assigned, improving time-to-value.
Partners can:

• Access documentation
• Complete early tasks
• Prepare technical details

This helps manage onboarding capacity during peak periods and accelerates readiness once a PM engages.

Rocketlane became the hub of the PX tech stack

Through native integrations and Workato powered automation, Rocketlane now syncs seamlessly with:

• Salesforce – deal and onboarding metadata
• HubSpot – cross-team visibility
• Zendesk – ticket creation and case routing

Requests submitted in Rocketlane automatically create tickets in Zendesk, with bidirectional updates keeping both tools aligned. This eliminated manual ticket creation and reduced operational overhead.

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What’s Next for Worldpay

Worldpay’s Rocketlane deployment began with Payrix focused onboarding and has now expanded across:

• PayFac
• Integrated Payments
• APAC markets (Australia, UK, New Zealand)

The team is moving from a successful “crawl” phase into a “run” phase, focused on deeper automation and improved onboarding velocity.

Key priorities include:

• Reducing implementation timelines
• Migrating all PayFac and VAS implementations into Rocketlane
• Leveraging Rocketlane’s AI capabilities to automate decisions and recommendations
• Driving Partner self sufficiency through embedded training content, knowledge base articles, and portal guided workflows.
• Building richer reporting and analytics to give leadership real time portfolio visibility and measure the business impact of implementation speed improvements.

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