James Farrow

About James Farrow

Every tool in your MSP stack sits on top of the PSA. Billing. Reporting. Automations. They all assume the data in the ticket is complete.It\'s not. Your PSA shows a version of reality that\'s maybe 40% complete. Everything downstream, time entries, billing, QBRs, utilization, inherits that gap.The work gets done. The record of it doesn\'t. And the MSP bills on the record, not the work.You\'ve tried to fix this. Templates. Reminders. Minimum time entry requirements. None of it stuck because the problem is structural, not behavioral. You can\'t consistently write detailed notes while you\'re remoted into a server on a live call. In other words, your team will still struggle to generate the trustworthy data that you need if the input to your system stays broken.I\'ve spent the last year in 200+ conversations with MSP teams. Owners, service desk managers, senior techs. Every conversation confirmed the same root issue. Before that, I spent 5 years at Arctic Wolf and Adlumin building inside the channel, watching this problem destroy margin at hundreds of MSPs.So I built Cyft.Your techs change nothing about how they work. Cyft sits on the technician\'s machine, captures the call and screen session in real time, and when the tech hangs up, the ticket notes, time entries, and resolution documentation are already written. From what actually happened. Not what someone remembered to type.Cyft captures what the PSA was never designed to capture. We call this white space:\"Service Intelligence.\"If your service desk runs on ConnectWise and you\'ve tried everything to fix documentation, I\'ll show you what this looks like on your own tickets. Hit the \"Book an Appointment\" button on my profile.

Experience

1. Cyft

   Present

Education

• University of San Diego

  Finance, General

  2012 — 2015

• Virginia Tech

  Finance, General

  2011 — 2012