Region
US
Industry
SaaS
Use case
Project templates, Customer Portal, Reporting, Automations
Before
After
Worldpay is a global payments processing company that helps merchants, partners, and PayFacs process payments across methods like credit cards, debit cards, Apple Pay, Google Pay, gift cards, EBT, WIC, and more. It operates at the intersection of financial infrastructure and technology, serving a wide ecosystem of businesses who rely on its platform to handle transaction processing, settlement, reporting, and reconciliation.
Within Worldpay, the Platform team serves as the primary gateway for onboarding new partners and PayFacs. The Implementation team, led by the operations and strategy function, manages end-to-end project delivery, coordinating across engineers, risk, compliance, go-to-market, support, and operations teams to bring new payment integrations to life.
On the operations side, Ryan Johnson, Operations Leader for the platform space, leads partner onboarding across engineering, risk, operations, and go-to-market teams. He is supported by Poonam Kumari, Senior Business Process Analyst, who works with the strategy and operations team to standardize processes and scale delivery through the right tools and automations. At a strategic level, Michael Gresty, VP of Partner Experience Strategy and Operations, ensures onboarding delivers a high-quality first experience as partners transition out of sales, setting the tone for long-term relationships.
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.
As Worldpay’s platform business expanded, onboarding partners became increasingly complex. The implementation team supported multiple integration paths, worked with deeply technical stakeholders, and coordinated across engineering, risk, operations, and go-to-market teams. But the systems supporting delivery hadn’t kept pace with that complexity.
Project execution and visibility were split across multiple systems. Teams managed projects in GuideCX or spreadsheets, then manually updated HubSpot so leadership and adjacent teams could track progress. While GuideCX provided basic project templates and milestone tracking, the integration between the two platforms was largely one-directional. Project managers were forced to maintain accuracy in two systems simultaneously, managing tasks in GuideCX while manually updating HubSpot with current project phases and milestone dates.
“We were kind of toggling back and forth, managing projects in GuideCX, but then making sure HubSpot read accurately so leadership and anyone outside the tool had visibility.”
In parts of the business, onboarding was still managed in spreadsheets. This made it difficult to provide partners with a clear, professional view of progress, or separate internal tasks from what partners actually needed to see. The PayFac segment operated in an even more manual environment. Project plans were tracked entirely in Excel spreadsheets, while status and field-level data lived in Salesforce. There was no purpose-built project management tool, teams relied on spreadsheets to manage tasks, timelines, and dependencies, a method Ryan described as 'living in the 90s.'
Neither GuideCX nor the Excel-based environment offered meaningful automation or reporting capabilities. PMs had to manually move projects through phases, update assignment statuses, and ensure key fields stayed accurate. Leadership had limited visibility into where deals stood across the portfolio without manually aggregating information from multiple sources.
“One of the biggest challenges for us was the lack of integration. Our team constantly had to swivel back and forth between GuideCX to manage projects and HubSpot to log key updates. On top of that, the limited automation within the tool and the lack of robust reporting created additional friction.”
All partner communication happened through email, primarily via Outlook. This meant that critical decisions, updates, and instructions were scattered across individual inboxes, making it nearly impossible to reconstruct the full history of a project during audits. As more teams, project types, and regions came online, these gaps became increasingly visible, partner experiences varied by team, and scaling delivery consistently felt out of reach.
Worldpay didn’t just need another project management tool, they needed a delivery platform that could unify partner onboarding, reduce manual effort, and support multiple projects across regions. As their platform business scaled with new regions, new integration types, and new partner segments being added, the limitations of the existing toolset became increasingly unsustainable. They were looking for a solution that could:
Rocketlane stood out by offering all of this in a single platform, combining project execution, customer visibility, automation, and integrations into one cohesive onboarding experience.
Once Worldpay adopted Rocketlane, onboarding delivery began to shift from fragmented execution to a more structured, partner-centric model, built for scale.
The customer portal quickly became a cornerstone of the experience. Instead of relying on calls or shared spreadsheets, partners can now see their onboarding journey clearly and take ownership of tasks meant for them. Since the portal is fully customizable, Worldpay controls exactly what partners see, filtering out internal tasks and presenting only partner-relevant milestones, documents, and actions. Dynamic conditioning allows Worldpay to surface the right information at the right time, guiding partners based on their current phase.
“Customer portal is one of the highlight features. Partners can see what their implementation journey looks like instead of us screen-sharing the project plan.”
Automations replaced a significant amount of PM admin work, automatically updating phases, statuses, and key fields as projects progress. This helped keep project data accurate while freeing PMs to focus on execution and coordination.
Global automations have been especially critical as Worldpay's use of Rocketlane has expanded across regions. Using project field conditions and automated routing logic, the Worldpay’s team is able to correctly segment projects by region, integration type, and team, keeping each PM's view clean and relevant.
With Rocketlane, Worldpay can give partners access to the portal and the prerequisites before a PM is officially assigned, helping them get started sooner. Partners can now review documentation, complete early-stage tasks, and familiarize themselves with the process during the pre-assignment window, hitting the ground running the moment a PM engages. This also helps Worldpay manage capacity more effectively during peak demand.
“Rocketlane enables us to give partners a much better experience than they were having. It’s one of the first things customers encounter after the sales process, and it’s really important that they have a good experience.”
Rocketlane now sits at the center of Worldpay's implementation tech stack, connected to HubSpot, Salesforce, and Zendesk through native integrations and Workato-powered automation recipes. Key project data, such as, statuses, dates, phase updates, flows automatically between systems, dramatically reducing the manual effort previously required to keep multiple platforms in sync.
“We wanted a seamless Rocketlane–Zendesk integration so the right teams could be engaged without manual coordination. Earlier, we had to create tickets separately and track updates across tools. Using Workato as a middle layer helped streamline everything, requests submitted in Rocketlane automatically sync with Zendesk, and bidirectional updates keep both systems aligned. It’s removed a lot of operational overhead and made our processes much smoother.”
Access detailed strategies, outcomes, and best practices in our customer spotlight playbook.
What began as a Payrix-focused implementation has grown into an enterprise-wide deployment. Worldpay has extended Rocketlane to cover PayFac, Integrated Payments, and now APAC markets including Australia and the UK.
They view their journey as moving from a successful “crawl phase” into a “run phase”, where the focus is reducing time-to-value by maximizing automation and exploring advanced capabilities. Their upcoming key priorities include:
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