A leading multi brand jewellery retailer in Ireland partnered with TCTG to modernise its checkout and payments infrastructure. As the retailer continued to scale its ecommerce operations, its existing payment setup was limiting flexibility, slowing innovation and increasing operational risk.

The engagement focused on replacing a legacy payment provider with Salesforce Payments powered by Stripe, introducing new digital wallets, and upgrading an outdated buy now pay later integration. The programme was delivered on Salesforce Commerce Cloud and supported a high profile, revenue critical storefront.

The Challenge

The retailer was operating on Salesforce Commerce Cloud with a payment landscape that had become increasingly complex and fragile. Key challenges included:

• Dependency on a legacy third party payment provider that limited roadmap flexibility

• An outdated Klarna integration that no longer met compliance or customer experience expectations

• No native digital wallet support, creating friction at checkout

• Tight delivery timelines driven by commercial priorities

• Limited tolerance for disruption to live trading

In addition, the payments work sat alongside other parallel initiatives, creating pressure on resources and increasing delivery risk.

Objectives

The programme was designed to achieve four clear outcomes:

• Launch Salesforce Payments as the primary payment solution

• Decommission the existing third-party payment provider

• Introduce Apple Pay to improve checkout conversion

• Upgrade Klarna to the latest supported version

All objectives needed to be delivered without negatively impacting customer experience or transaction stability.

The Solution

A dedicated cross functional team was assembled, combining Salesforce Commerce Cloud engineers, payments specialists, QA and delivery leadership. The approach focused on controlled execution, clear ownership and close collaboration with both the client and Salesforce.

Key elements of the solution included:

• End to end implementation of Salesforce Payments, including configuration, testing and production rollout

• Integration of Apple Pay within Salesforce Payments, working through platform constraints and vendor dependencies

• Upgrade of a significantly outdated Klarna integration to meet current standards

• Careful decommissioning of the legacy payment provider to avoid transaction disruption

• Launch day war room with real time monitoring and rapid issue resolution

Given the limited documentation of Salesforce Payments at the time, the team worked closely with Salesforce and Stripe support and escalated issues where necessary to prevent project delays.

Delivery and Launch

Salesforce Payments powered by Stripe went live successfully in early September 2025. Despite multiple external dependencies and late changes, the launch was stable, and customer impact was minimised.

Launch day issues were identified quickly, tested thoroughly and resolved with clear communication to stakeholders. A formal go, no go process ensured the release only proceeded once the platform was ready for live traffic.

Results

The implementation delivered measurable and strategic value:

• Successful migration to Salesforce Payments with Stripe without trading disruption

• Removal of the legacy payment provider, reducing operational complexity

• Introduction of Apple Pay, improving checkout experience and payment choice

• Modernised Klarna integration aligned with current platform standards

• Improved confidence in the retailer’s ability to evolve its payment stack

The project also established a repeatable foundation for future Salesforce Payments projects with other providers including Adyen across a range of brands and regions.

Lessons Learned

The post implementation review highlighted several important learnings that have since been applied across future projects:

• New or immature platform products require early architectural review and contingency planning  

• Payments and checkout changes demand early QA involvement and safeguard audits

• Clear communication protocols are critical to avoid delivery misalignment

• Avoiding single points of failure reduces delivery risk under pressure

• Documentation and credential management must start from day one

These insights informed new delivery standards, launch checklists and governance models across the wider organisation.

Business Impact

For enterprise retailers, payments are no longer a back-office function. They play a direct role in customer experience, conversion and day to day operational stability.

Beyond the technical delivery, this implementation strengthened the retailer’s ability to evolve its payment strategy with greater confidence and control. The new setup supports faster decision making, cleaner integrations and a more predictable approach to introducing additional payment methods over time.

The result was not only a successful production launch, but a more resilient and scalable payments foundation aligned to the retailer’s long term growth plans.

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