I understand what you're saying, and I agree, technology doesn't always make things better. In this particular example though I'm not talking about adding frivolous software, I'm making the point they don't want to invest in ANY computing technology. Inventory, logistic, order, people or timesheet management. The example of IM is more a case of removing the requirement to hand a runner a note and them literally go to the other side of a warehouse to hand that note over. Apologies if that wasn't clear.
The thing is, that runner learns the business over time and could one day replace another employee. This is why automating away entry level jobs is not always a good long-term decision. Whereas e.g. Slack is just Slack forever.
