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20 Minutes customises its reader experience with efficy CRM.

20 Minutes is a mass media present across all media platforms with 22.1 million readers per month: 10.6 million readers of the free paper; 5 million on computer; 10.7 million on smartphone; and 2.6 million on tablets. 

Their commitment since the foundation of the media in 2002 is to “deliver verified and reliable information, to guarantee a relationship of trust with readers and with advertisers”. 20 Minutes is driven by two goals: increasing its audience, and boosting its audience’s engagement. In order to achieve this, 20 Minutes needed a single, unified reader database. 

20 Minutes
  • Fréderic Daruty 20 Minutes

    "Implementing efficy CRM forms part of a strategy to develop our relationship with our readers and micro-communities, in addition to our mass media capacity."

The challenges facing this CRM project.

  • Gaining a better knowledge of their readers: having a global and unified vision
  • Centralising information in one single, user-friendly tool
  • Promoting interactions through “gamification” mechanisms
  • Refining segmentation for marketing, for advertising and also for the journalistic content 
  • Converting readers into online connected members, in order to offer an enriched/differentiated experience

A positive assessment.

Today, the 20 Minutes Group uses efficy CRM to centralise all the data about their readers in one comprehensive database so as to: have a 360° view of their readers and members: log multi-channel interactions. 

On the Marketing front, this single database allows for a more refined segmentation. 

Another important element for the project was the Privacy by Design approach of the solution.

Key Figures.




bot users


newsletter suscriptions


  • Simplified internal processes 
  • Enhanced information sharing among teams 
  • Improved reader knowledge
Join the 13,500+ customers using efficy to grow their business
  • Anne Thuilliert Auditech Innovations

    "From web leads to business monitoring, efficy CRM has enabled us to simplify, structure, and automate our customer relations. Now, we could not live without efficy CRM!"

  • Benoit Speybroeck Belfius

    "The new system will enable everyone who is in contact with a client to have a 360° view of them."

  • Jeoffrey Chmielecki Amma

    "All our contracts, claims and policy holder documents are in efficy CRM. It is very easy to find information"


Focus on what you’re best at, and let efficy CRM 
take care of the rest.