MELBOURNE, AUSTRALIA – The Pancake Parlour, a beloved Australian dining institution, is stepping into a new era by integrating Square as its unified commerce platform across all 13 locations. This strategic partnership reflects the brand’s ambition to modernize its operations as it celebrates over 60 years of serving delicious pancakes and creating memorable dining experiences.
The Pancake Parlour has long been a go-to spot for families and friends, having opened its doors in 1965 after an inspiring road trip from New York to Miami. “We’ve always been a place of escape: good food, warm service, and somewhere you can be social and celebrate milestones,” commented Steven Babo, Head of Strategy at The Pancake Parlour. He emphasized that, although the core experience remains unchanged, the technological landscape necessitated an update. “We wanted a platform that could support our growth ambitions without compromising who we are, and Square is the partner who can deliver on this.”
As the brand expanded, its operations became fragmented due to the layering of new technologies onto legacy systems. “We had built up a fractured tech stack,” Babo explained. “Our systems weren’t talking to each other, reporting was limited, and it created unnecessary friction for our teams.” Recognizing the need for a comprehensive solution, the decision was made to transition to Square, consolidating operations onto a single integrated platform in just eight days.
With Square, The Pancake Parlour now has access to a suite of tools including the Square Register, Terminal, and iPads for efficient in-store service, and the Square Handheld for versatile tableside ordering. The introduction of the Square Kitchen Display System improves communication between the front and back of house, while centralized reporting offers real-time insights across all locations. This streamlined approach is designed to enhance operational efficiency and customer satisfaction significantly.
The early results of this initiative are promising. Training time for the point-of-sale system has decreased from two hours to just 45 minutes. This efficiency not only cuts onboarding costs but also allows staff to concentrate on providing exceptional service instead of getting bogged down with complex systems. The improved service flow enables staff to adapt to peak periods more effectively, resulting in a more consistent experience for customers and team members alike.
David Schnabl, Head of Account Management at Square Australia, noted that this partnership aligns with Square’s commitment to assist complex, multi-location hospitality operators. “Established brands like The Pancake Parlour require more than a point-of-sale,” he stated. “They need scalable infrastructure, advanced reporting, and an integrated ecosystem that brings everything together. Square provides the ease of use, insights, and operational control that multi-location restaurants depend on, while remaining intuitive for frontline teams.”
As The Pancake Parlour embarks on this new chapter, Babo remains optimistic about the future. “We’re proud of our history, but we’re equally focused on what’s next,” he remarked. The integration with Square gives the restaurant the confidence to innovate and evolve while preserving the heart of its brand.
For small business owners, there are key takeaways from The Pancake Parlour’s experience. Embracing a unified commerce solution can relieve operational pressures, improve training efficiency, and enhance customer service—all critical elements for sustaining growth in a competitive landscape. However, transitioning to a new platform can also pose challenges such as the initial disruption and the need for staff adaptation.
As businesses explore technology that can help streamline operations, The Pancake Parlour serves as a guiding example of how to reconcile traditional hospitality values with modern advancements. To learn more about this partnership and its implications, visit the original announcement on Square’s website here.
Image Via BizSugar
