From the moment cannabis became legal in Canada, the founders of Saskatchewan-based 5buds Cannabis envisioned more than just a retail operation. They had a higher goal in mind: to educate patrons, offer the highest-quality products, and provide exceptional customer experiences that would forge lasting relationships across the province.
In those early days, Saskatchewan operated under a lottery system for cannabis retail – meaning growth was largely dictated by chance. Only the applicants whose names were pulled from a hat were able to open stores, creating a slow, cautious start for the industry. But the landscape shifted significantly in September 2020 when the province transitioned from the lottery system to a fully open market.
Although this change meant more opportunity, 5buds didn’t rush into expansion.
“Even with the open market, we strategically looked at locations to see where we could provide the best services to each community,” says 5buds Managing Director Calvin Isakson. “As a community member, we’re there for the long haul; we’re not there for the short term. We strive hard to build trust in the communities with great prices, great product offerings, and great customer service. Those are the three cornerstones.”
This community-centered philosophy has paid off for 5buds; they’re currently building out their 11th store in Saskatchewan.
Education and Customer-Centered Service
From day one, 5buds has prioritized education over aggressive sales.
“A lot of retail stores are just pushing the highest price, the highest THC, when that may not necessarily be the best product for the customer,” explains Brittany Hanninen, 5buds inventory and operations manager. “We put a big emphasis on giving people the knowledge to make informed decisions and find the products best suited for them.”
Of course, a big part of that education has been overcoming long-held beliefs and stigmas regarding cannabis.
“There were certain views out there that people really adopted – you know, ‘devil’s lettuce’ and Reefer Madness kind of thinking,” says Calvin. “A lot of these ideas are multi-generational; they’ve been passed down not just from parents but grandparents, and some of the people with those negative views are the people in government making the regulations.
“This year we’re seven years into legalization, and we’re still seeing those old beliefs,” Calvin continues. “That’s why we’re so focused on education – so customers can make an informed choice and not just go off of preconceived notions.”
Creating a Unique Experience
In a hypercompetitive market, 5buds sets itself apart through its three foundational pillars: education, customer service, and pricing. The company invests heavily in creating a polished look and atmosphere that makes customers feel warm and comfortable.
“We like to say we’re the jewelry store of cannabis,” says Calvin. “We go above and beyond because we really want to change that perception that’s still plaguing the industry.”
Another factor that distinguishes 5buds from the competition is its consistency across locations. While each store adapts to its local community’s needs, certain “fan favorites” remain available across all locations. This approach allows 5buds to provide both local relevance and a trusted brand experience that encourages repeat visits and builds long-term customer loyalty.
How Cova Helped 5buds Elevate Their Game
Of course, cannabis retail technology plays a key role in supporting 5buds’ operations. When the company first explored point-of-sale (POS) solutions, website integration and payment systems were a major challenge.
“Our early system had a really poor API,” Calvin explains. “It really didn’t connect with our website, didn’t communicate properly. It just didn’t work at all.”
From that first system, 5buds transitioned to another POS solution that was a step in the right direction. But as Calvin and the 5buds team looked to the future and where they ultimately wanted to go, they knew that system would not be able to get them there.
“That’s when we went to Cova,” Calvin says. “We saw Cova creating new pathways and innovating within their system, and we knew they were aligned with where we were trying to go in the industry.”
Cova not only provided a reliable retail technology platform but a collaborative partnership. Custom reporting tools, advanced inventory management, and proactive support ensures 5buds can operate efficiently, meet regulatory obligations, and maintain consistent service across all of its locations.
“Communication and support was a big hurdle with our previous POS systems. That’s something I really appreciate about Cova,” says Brittany. “We sat down with them and told them exactly what I needed to pull my monthly reporting, to analyze data, and basically do my job effectively; they actually created reports for us and different filters within the reporting system for 5buds, and they did it in a very timely manner. It was really impressive.
“Cova has been very receptive to hear what we have to say and make those changes along the way,” Brittany adds.
Streamlining Payments with Cova Pay
For 5buds, the shift to Cova Pay, fully integrated with their POS, has been a game-changer. Before adopting the solution, their team often found themselves stuck in a frustrating cycle of back-and-forth between separate POS and payment providers—each pointing fingers when issues arose.
“Having Cova Pay integrated with the same platform with POS makes such a difference,” Calvin explains. “If we ever need to troubleshoot, the response time is fantastic. We’re not wasting hours calling one provider who blames the other—it’s one system, one support team that actually understands the industry, and quick resolutions that minimize downtime for our stores.”
That seamless integration also translates into a smoother checkout for customers and staff.
“The checkout experience has been absolutely amazing with Cova Pay,” says Calvin. “Transactions take less than 10 seconds now—compared to 30 seconds or more with our previous provider. The system is also user-friendly, so our team members can access software upgrades and features to ensure the checkout process is as efficient as possible.”
With faster checkouts, reliable support, and clear reporting, Cova Pay ensures 5buds can focus on what matters most: delivering the best possible experience to their customers.
Advice for New Retailers
When it comes to advice for new cannabis retailers in Canada, Calvin and Brittany keep it simple and straightforward: Do your research, and put your customers first.
“I think we’ve been able to achieve what we have because we look at the bigger picture and we’re willing to adapt and change to the needs of the communities, to the needs of the business, and to the needs of the market,” Brittany says. “There is no playbook and it’s ever changing – which is challenging, but it’s also what makes it fun. So you’ve got to stay on top of your research.”
“We have regular customers who travel within the community and they will look for our brand,” adds Calvin. “That’s a great feeling when we hear those stories from our store leaders that, you know, there could be five or six other stores in that area, but those customers are seeking us out because we ensure no matter what store they go to, they’re getting the same consistent service. So always think about your customer and the experience you’re providing.”
With its focus on education, consistent products and pricing, and exceptional customer service, 5buds has cemented itself as one of Saskatchewan’s premier cannabis retail brands – and Cova is proud to be their technology partner of choice.
Ready to see how Cova can help elevate your retail store’s operations?