Case Study

IncWorx started with how the team actually handles complaints, not with the old forms. A lift-and-shift was never the goal. As our guide to rebuilding or redesigning InfoPath forms in Power Apps explains, most InfoPath forms need redesign rather than a one-for-one copy. Discovery reviewed every form behavior, workflow, custom page, and permission rule, then sorted each into keep, redesign, or retire. A design approval gate ensured stakeholders agreed on the blueprint before any build began.

Next, IncWorx moved the complaints site to SharePoint Online, preserving the complaint file structure, content types, and the shared configuration values that drive categories, products, and resolution codes. Security groups replaced custom permission levels wherever possible, so access is easier to manage while complaints stay confidential.

On top of that foundation, IncWorx built a Power Apps canvas app that replaces the InfoPath form and custom pages. Users now log complaints, assign numbers, pick from linked dropdowns, and track resolution in one place, with oversight, open task, and history views built in. Signature rules lock fields at the right moments, just as before.

Behind the app, Power Automate takes over the legacy workflow logic, an approach covered in depth in rebuilding SharePoint Designer logic in Power Automate. Flows create each complaint file, assign respondents, collect responses and signatures, send reminders, adjust permissions as a complaint moves forward, generate PDFs, and keep complaint data in sync for reporting.

To limit risk, the solution runs in separate development, test, and production environments with data loss prevention policies and a documented release process. Repeated test migrations validated content before a final cutover, and user acceptance testing confirmed the process end to end. Training, change communication, knowledge transfer, and a short stabilization period after go-live prepared the team to run the solution on its own.