How Wellcrafted Built BeHeard's Multi-Tenant Interpreter Management Platform
Challenge
Solution
Results
Client:
BeHeard Communications is an agency on a mission to bridge the gap between the Deaf and hard-of-hearing community and the world around them, connecting schools, churches, healthcare providers, and businesses with qualified sign language interpreters.
Industry:
Sign Language Interpretation & Deaf Services. BeHeard serves K-12 schools, universities, churches, hospitals, clinics, government agencies, and individuals, coordinating a contractor network of certified ASL interpreters across in-person and remote engagements.
Services:
Product roadmap, multi-tenant SaaS architecture, admin and interpreter portal development, document onboarding workflows, timesheet and payroll automation, phased rollout, and ongoing technical support.
The Challenge
BeHeard was scaling its interpreter network on spreadsheets, group chats, and manual back-and-forth: booking jobs, chasing timesheets, coordinating contractor onboarding, and reconciling payouts by hand. The administrative overhead was consuming 1-2 full-time roles, errors crept into pay and scheduling, and the team couldn't see "who did what" without piecing it together from disconnected tools. With peak demand tied to the academic calendar and a client base spanning schools, churches, healthcare, and government agencies, BeHeard needed a single platform that could handle the real-world workflow of an interpretation agency, and be ready to license to other agencies as well.
Our Solution
We started by defining a North Star with BeHeard and translating it into a strategic product roadmap, clarifying users, prioritizing features, and shaping the architecture before a single line of code was written. The roadmap aligned the team around a clear MVP scope, a January 1, 2026 launch target ahead of the academic school year, and a phased rollout designed to bring an interpreter community spanning a wide range of tech comfort levels along smoothly.
From there, we designed and built BeHeard Infomatics as a multi-tenant SaaS platform with two distinct surfaces: a comprehensive admin system for BeHeard's internal team to manage interpreters, clients, jobs, timesheets, and payroll, and a dedicated interpreter portal for contractors to onboard with document upload, browse and accept open jobs, manage availability and cancellations, track mileage and expenses, and submit timesheets. A super-admin layer sits above both, so BeHeard can onboard other interpretation agencies as additional tenants with their own branding, isolated data, and role-based permissions.
Email and text notifications keep every stakeholder in sync, and the entire experience was designed mobile-first so interpreters in the field can manage their schedules, accept jobs, and submit timesheets from anywhere.
Inside the Platform
A unified workspace for BeHeard's team to run their entire interpretation operation, from the at-a-glance dashboard to job-level detail and full-month scheduling.
Jobs Calendar
A full-month view of every assigned interpretation job, color-coded by status and filterable by vendor. Schedulers can spot gaps, conflicts, and coverage at a glance instead of cross-referencing spreadsheets.
Job Detail & Vendor Assignment
Every job has a single source of truth: public and private descriptions, location, time, status, and one-click vendor assignment with search. Timesheets, applications, and edits all flow from this view.
Tech Stack & Team
A modern multi-tenant SaaS stack on AWS, paired with a flexible team sized to match every phase of the roadmap.
Web
React
Two purpose-built React experiences: an admin system for BeHeard staff and a mobile-optimized interpreter portal, designed for ease of use across a wide range of tech comfort levels.
Backend
Python
A scalable Python API powering scheduling, timesheets, document workflows, payouts, and notifications, with secure data isolation between tenant agencies.
Architecture
Multi-Tenant SaaS
Tenant isolation, role-based access control, and white-label branding built in, so BeHeard can onboard other interpretation agencies as additional tenants on the same platform.
Infrastructure
AWS
Hosted on AWS for scalable compute, encrypted document storage, and reliable delivery, ready for peak load during the academic school year and beyond.
Full Product Team
We embedded a complete product team (CTO, product manager, lead and front-end developers, and QA) so BeHeard had senior leadership shaping architecture and a flexible engineering bench delivering features through every phase of the roadmap.
Roadmap-First Approach
Before a single line of code was written, we defined the North Star, user roles, MVP scope, and phased rollout, so every decision through launch traced back to a clear strategic plan rather than scope creep.
The Results
Delivered on the roadmap, on scope, ahead of the academic school year, and positioned for both internal use and future agency expansion.
Launched on time
Shipped the MVP per the roadmap, ready ahead of the academic school year, BeHeard's peak demand period, and on every "Must Have" feature defined in the original scope.
1-2 admin roles automated
Replaced the work of 1-2 full-time administrative positions through automated scheduling, timesheet review, payout tracking, and notifications, freeing leadership to focus on growth instead of coordination.
SaaS-ready from day one
Multi-tenant architecture with white-label branding turns BeHeard into not just a service provider, but a platform owner, ready to onboard other interpretation agencies as additional tenants and open a new revenue line.
Smooth contractor rollout
A phased rollout (internal beta, contractor beta, then full onboarding with step-by-step guides and video training) brought the entire interpreter network onto the platform, including the 30% who needed extra support.
Mobile-first for the field
Interpreters can manage their availability, accept jobs, track mileage, and submit timesheets from their phones between assignments, replacing the old back-and-forth over text and email.
Ongoing partnership
Continued technical support post-launch, handling enhancements, scaling, and the Phase 2 feature set, so BeHeard's leadership can stay focused on the Deaf and hard-of-hearing community they serve.
"Working with Wellcrafted on the development of our BeHeard Infomatics SaaS platform has been an outstanding experience from start to finish. From concept to completion, the entire process was professional, thoughtful, and incredibly thorough. The roadmap they developed laid out a clear, strategic path through our MVP, giving us confidence and direction at every stage. At every step, we felt heard. Wellcrafted made us feel like true partners throughout the entire journey, not just clients. The attention to detail and dedication to delivering excellence resulted in a final product that exceeded our expectations. Because of their work, our agency is stronger, more capable, and better positioned for the future."
Ramel Williams
Founder @ BeHeard Communications