Founded in 2016, OAKBERRY is a Snowbank Brands company that has been widely dominating Western Canada, and now the United States, filling a significant gap within the fast-food market by offering access to healthy menus. OAKBERRY’s açaí-based products are vegan, organic, gluten-free, cholesterol-free, and trans-fat-free — making them appealing to health-conscious customers. This explains the rapid success the restaurant chain has experienced since opening its first location, now boasting over 700 restaurants worldwide.
Carter Friesen, CEO of Snowbank Brands, and Kyla Friesen, Operation lead for Snowbank Brands’ OAKBERRY division in Western Canada, reveal how the integration of Square systems played a key role in the brand’s steady growth, providing valuable support in their daily operations.
Creating efficiency in the kitchen
OAKBERRY has been using the Square kitchen display system since its inception because of its user-friendliness and seamless integration with the Square system and third-party ordering apps.
“I believe it probably takes me less than two minutes to install the KDS to our Square cash registers,” said Kyla.
It’s not the only thing the restaurant accomplishes in under two minutes: While using the KDS system, employees came up with the idea of engaging in playful speed competitions. They challenge themselves with the timer linked to each order, aiming to complete every order in under two minutes. This fun game for the staff but also ends up maximizing order flows and minimizing customer wait time.
“Our operations are quite simple, which is great,” said Kyla. “That’s why we love it, because it keeps our process simple, just as it should be.”
“I’d also say that thanks to its simplicity and easy integration with our other third-party apps, we get the data we need on our kitchen efficiency whenever we need it. So, whenever I need information on our efficiency, I can see it through the KDS system,” adds Carter.
To ensure efficiency, the restaurant also emphasizes order accuracy, reducing the risk of errors and waste while increasing customer satisfaction. Their Square Kiosk software minimizes communication errors that can occur when, for example, an order is verbally relayed by a front counter team member. Given that customers can review and modify their orders on the spot, Square Kiosk makes it easier to provide them with exactly what they want from the get-go.
Managing the relationships that matter
Customer loyalty is an important aspect of the industry. That’s why OAKBERRY offers its visitors the chance to join its rewards program with Square Loyalty, where they can easily sign up to start earning points for every $3 spent.
The system also easily recognizes returning customers when they use the same credit card more than once. This feature streamlines the process and speeds up transactions, appreciated by both OAKBERRY and its customers.
Carter was astonished to see that during the opening of a new restaurant, where their general manager was particularly skilled at asking customers to join the reward program, the sign-up rate was nearly one hundred percent. He attributes these amazing results to the simplicity of the registration process.
“People only had to enter their phone number, and it went straight to their cell phone,” Carter notes.
Additionally, the loyalty program helps enhance the customer experience by enabling employees to assist customers in understanding and accessing their rewards.
“It’s funny. We have a T-shirt and a hoodie that people can save their points for. Many people save up to get their OAKBERRY shirt,” adds Kyla.
Alongside loyalty, Square’s team management tool simplifies daily tasks for both employees and administrators. Employees can schedule their availability and request time off directly from the app on their phones. There are no delays, and administrators are notified automatically and cannot assign a shift outside of an employee’s available hours.
Taking a responsible approach to growth
When OAKBERRY opened its first restaurant, the cost turned out to be higher than expected. The team decided to turn towards Square Loans to better manage their cash flow. The speed at which the funds were transferred was a major advantage and a decisive factor.
“If you borrow from your bank, it can take months and months, and they ask for a million things,” said Carter.
I would recommend [Square Loans] for those who understand that dealing with a bank results in longer delays and costly loans. A Square loan is simple, fast, in your bank within a few days, and worth the extra cost given its simplicity.”
Carter Friesen → CEO, Snowbank Brands
Ultimately, the company plans to open new locations. The restaurant chain has locations in seven states in the U.S., with plans to open 60 locations in Western Canada by the end of 2026. They’re hoping to establish OAKBERRY as the most recognized superfood brand in Western Canada, with help from its presence at local community sports and recreational events.
“Wherever there are outdoor sports or community events in Western Canada, we want you to think of OAKBERRY,” said Carter.
