Of course, if you are in the business of selling phone systems and/or services, when the customer says “jump”, you jump. Unless you know them really well, I agree that it’s none of your business what they do with the fax machine.
OTOH, many members of this forum are supporting telecom in their own organization. Improving internal systems helps the bottom line, makes for better morale and may lead to a quicker promotion.
Scan it??? 90% of what I see stuffed into fax machines came out of the printer moments earlier and was filled in, marked up and/or signed by the user. Why not do this on the computer? Among other advantages, it gives you a permanent searchable record of what was sent and is easier for the recipient to read.