Concepts and technologies for virtual organizing: The Gerling journey

Claudia Loebbecke and Tawfik Jelassi

European Management Journal, 1997, vol. 15, issue 2, 138-146

Abstract: As one of the largest insurance and reinsurance companies in the world, the Gerling Group - Germany - has traditionally been an innovator in the strategic use of state-of-the-art information and communication technologies to enhance customer services. This case study illustrates Gerling's efforts to move the insurance company towards a 'virtual organization' and prepare it for the 21st-century business environment. It presents the concept of 'logical call centres' as the organizational backbone and technical enabler for building the 'virtual organization'. The paper then analyzes organizational issues and implementation factors, and concludes with a discussion of future opportunities and challenges of integrating innovative technologies into Gerling's business and management processes.

Date: 1997
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