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.
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.
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.
- Just as importantly, they wanted to reduce operational overhead for project managers through automation, improve portfolio visibility, and integrate onboarding operations more deeply into the broader tech stack.
- Rocketlane’s combination of project execution, customer portal capabilities, automation, reporting, and integrations aligned closely with Worldpay’s long-term vision for Partner Experience operations.
A unified, partner-friendly portal
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.
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.
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