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

About Worldpay

Worldpay is a global payments technology company that provides processing services to merchants, partners, and platforms across a wide range of payment methods, including credit and debit cards, digital wallets, Apple Pay, Google Pay, gift cards and alternative payments.

The Challenge

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, and high dependency on PMs to maintain accuracy across multiple systems.

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.

"A lot of those Excel spreadsheets don't have the capabilities to hide the internal tasks that would potentially confuse the pay fact on what this is, what it means." — Michael Gresty, VP of Partner Experience Strategy & Operations, Worldpay

The Solution

Why Worldpay Shifted to Rocketlane

Worldpay needed more than a project management tool. The team was looking for a platform that could standardize onboarding across regions and business segments while giving partners a more guided and modern onboarding experience.

A more unified and partner-friendly onboarding experience

Rocketlane's customer portal gave Worldpay a centralized way to guide partners through onboarding. Instead of relying on spreadsheets, email threads, or disconnected updates, partners now had visibility into milestones, documentation, prerequisites, assigned actions, and implementation progress within a single onboarding experience. The team could also tailor visibility based on onboarding motion and audience, ensuring internal tasks stayed internal while partners saw only the information relevant to them.

Automation reduced operational overhead at scale

As onboarding operations expanded across APAC, EMEA, and additional partner categories, automation became increasingly important to maintaining consistency. Tasks that once required constant manual coordination - updating phases, assigning ownership, routing projects, or selecting onboarding templates, now happened automatically in the background. This reduced administrative overhead for PMs while helping standardize onboarding workflows across regions and implementation types.

Faster onboarding momentum before PM assignment

Rocketlane also allowed partners to begin prerequisite work before a project manager was formally assigned. Partners could access documentation, complete early tasks, and prepare technical requirements ahead of implementation kickoff, helping improve readiness and reduce delays during high-volume onboarding periods.

Rocketlane became the operational hub for onboarding

Over time, Rocketlane evolved into a central operational layer across Worldpay's onboarding ecosystem. Through native integrations and Workato-powered automation, Rocketlane connected with Salesforce, HubSpot, and Zendesk to improve visibility and reduce manual coordination across systems. For example, requests submitted through Rocketlane could automatically create Zendesk tickets, while bidirectional syncing ensured updates stayed aligned across both platforms.

The Impact

What's Next for Worldpay

Worldpay initially deployed Rocketlane for Payrix-focused onboarding before expanding usage across PayFac, Integrated Payments, and APAC markets including Australia, the UK, and New Zealand. With the foundational rollout complete, the team is now focused on deeper automation, improved onboarding velocity, and greater partner self-sufficiency. Key priorities include reducing implementation timelines, consolidating onboarding motions into Rocketlane, leveraging AI-driven automation, and embedding more training and guided workflows directly into the onboarding experience. The team is also investing in richer reporting and analytics to build more real-time visibility into onboarding performance and better measure the business impact of implementation speed improvements.

"I think the Rocketlane team worked really closely with us, listens to our concerns, jumped in to help with things. You were very proactive in enabling us to go as far as we could, as fast as we could."

"It's a very compelling platform because it's so fully featured. But more than that, think the team at Rocketlane worked really closely with us, listens to our concerns, jumped in to help with things." — Michael Gresty, VP of Partner Experience Strategy & Operations, Worldpay