Source for Business, a leading UK water retailer needed to move quickly from a legacy payment service that was being decommissioned. Each month, thousands of customers rely on it to make secure, straightforward payments.Therefore, the organization required a rapid, safe, and reliable transition, maintaining their automated IVR payment flows, their Agent Assist payment solution within Salesforce, and full PCI compliance.
CX Labs was selected as the Salesforce consultancy partner and systems integrator to deliver this migration to Trust Payments. This critical effort needed to meet tight deadlines, comply with strict regulatory standards, and allow no margin for error.
Challenge
A hard shutdown date was announced for the current Payment Service Provider (PSP), leaving Source for Business with tight deadlines to identify, configure, and transition to a new service.
The migration required
Rebuilding both Automated IVR and Agent Assist payment flows.
Updating all back-end payment services and authentication logic
Adjusting Salesforce integrations and Account-level payment touchpoints
Maintaining compliance through secure payment collection
Coordinating with the telephony infrastructure
Planning a full cutover with minimal downtime and no data loss
The previous service was deeply embedded across call centre operations, so speed, accuracy, and rigorous testing were essential to avoid disruption to customers or agents.
Solution
CX Labs led a fully managed migration programme in less than 30 days, acting as the single specialist integrator across Salesforce, Trust Payments, and telephony systems.
What CX Labs Delivered
CX Labs delivered a complete, end-to-end migration of Source for Business’s payment infrastructure to Trust Payments, managing all technical, operational, and coordination aspects under an accelerated timeline.
We rebuilt the core payment services, refreshed authentication and routing logic, and ensured both the Automated IVR and Agent Assist payment journeys continued to operate securely and seamlessly. All Salesforce payment touchpoints were updated to use the new provider, with full regression testing and release preparation completed ahead of go-live.
Beyond the technical delivery, CX Labs acted as the central integrator across multiple partners, both internal and external, ensuring every component of the telephony and payment ecosystem aligned for a smooth cutover.
To support a safe transition, CX Labs managed the full go-live process, including structured cutover planning, controlled deployments, real-time monitoring, and immediate issue response. Both IVR and Agent Assist flows were validated in production to ensure reliability from day one.
Outcome
The payment service provider migration was successfully completed in less than 30 days, preventing operational disruption to the business and ensuring customers could continue making secure payments without interruption.
Key Results
Critical migration completed before legacy provider shutdown
Zero downtime during the transition
Updated IVR and Agent Assist flows are fully operational
Salesforce payment interactions remained seamless for agents
Full PCI compliance maintained through PCIPal
Unified solution across Trust Payments, Vonage, and Salesforce
This project strengthened the ongoing partnership between Source for Business and CX Labs, demonstrating CX Labs’ ability to handle urgent, highly technical payment and telephony migrations on tight timelines.
About CX Labs
CX Labs is a Salesforce consultancy and systems integration partner specializing in payments, telephony, automation, and high-reliability cloud solutions. We design, build, and maintain digital experiences that allow organizations to scale securely and efficiently.