© 2004 EMC Corporation. All rights reserved. 111 Confidential Documentum 5.3 Rapid Success Program Anna Bastardo, Customer Deployability Manager September 2004

© 2004 EMC Corporation. All rights reserved. 22 Agenda  Rapid Success Program Overview  RSP Objectives  Program Timeline  RSP Organization –Tracks and Technology Focus –Participation Tiers  RSP Supporting Participant Goals  Activities and Deliverables  Critical Success Factors  What’s Next

© 2004 EMC Corporation. All rights reserved. 33 Rapid Success Program Overview Documentum will provide:  Cross-organizational team dedicated to support participants  Q4 planning phase visibility into DCTM 5.3 product release  ‘Rapid Response’ window to quickly turn around deployment questions and issues  Special premier participant offerings: –Documentum executives sponsorship –Training, consulting and technical support (TBD) Enable Documentum customers and partners to:  Upgrade deployments to 5.3  Obtain early, new 5.3 deployments

© 2004 EMC Corporation. All rights reserved. 44 RSP Objectives  Feedback into Product Operations: product quality and deployability  Internal readiness: Transfer knowledge to Tech Support and the field organizations  Obtain early 5.3 references  Create incentive to upgrade the masses and early adoption of 5.3  Incorporate defect feedback into subsequent Service Pack (SP)  Incorporate feature feedback into subsequent major release

© 2004 EMC Corporation. All rights reserved. 55 Program Timeline

© 2004 EMC Corporation. All rights reserved. 66 Tracks and Technology Focus  EDM including : –Office Integrations –Portals  Media and Learning Services  WCM  CMPP  Other  Business Process Mgmt  Storage Aware  Collaboration  LI0N includes focus on CIS  ECI Services (AskOnce)  Scalability for high volume, failover and high latency Tracks Technology Focus Separate partner track to span all tracks and technologies Solution Focus  Claims Processing  Regulatory Submissions

© 2004 EMC Corporation. All rights reserved. 77 Participation Tiers  Oversubscription to premier tier  Partially qualified customers and partners  System integrators or technology partners developing tools and practices around 5.3  Number of participants defined by track requirements and profiles  May provide references upon successful deployment Participants can be upgraded or downgraded based on level of participation RSP Read Only Premier  Fully qualified customers and partners  Goal of 10 per track – limit based on internal resource ability to support  Deployment closely meets the program/track criteria and deployment window  Will provide references upon a successful deployment  Late comers and oversubscription to Premier / RSP tiers  Minimal qualification but would gain benefit  Participants in unsupported time zones, e.g., Asia Pac  Documentum employees

© 2004 EMC Corporation. All rights reserved. 88 Participant Goals and Benefits Participant Deployment goals:  Early, successful deployments of DCM 5.3  Reduced time and, therefore, cost to deploy  Direct feedback into Documentum to influence future products, documentation, training, and services  Identify repeatable, scalable success formulas How the RSP will help:  RSP program management –Regular planning and execution meetings –Interaction with Documentum cross-organizational team –Issue tracking and close monitoring of deployments  Rapid response window for fast turn-around on issues/questions  eRoom for peer collaboration and issue tracking Premier Tier Perks:  Highest level of support from the DCTM team  High priority for support cases logged  Documentum executive sponsorship

© 2004 EMC Corporation. All rights reserved. 99 RSP Activities and Deliverables  Define program  Launch marketing campaign  Select participants  Develop planning deliverables –Draft polls and surveys –Participant planning deliverables  Setup infrastructure  Assist participants in planning activities  Hold planning sessions with participants  Initiate executive sponsor activities Execute Evaluate Plan  Deliver final surveys –Internal –Participant  Develop and deliver final RSP report  Obtain references and case studies  Develop action plans for continuous improvement  Manage program  Take polls and surveys  Provide feedback into product operations  Participate in Rapid Response window  Manage cases and resolve blocking issues  Fix bugs and provide hot fixes  Deliver special offerings  Continue with executive sponsorship activities

© 2004 EMC Corporation. All rights reserved. 10 Critical Success Factors  Develop a well defined deployment plan and scope  Ensure that a customer champion for Documentum plays a key role during the program  Select a deployment that accommodates a critical business need  Establish clear goals for a successful deployment  Dedicate sufficient resources with clear roles and responsibilities  Resources must have sufficient skill sets and training  Provide sponsorship from senior management  Execute the deployment in the timeframe designated

© 2004 EMC Corporation. All rights reserved. 11 What’s Next……  Visit our website for additional information  Application available on MyLearn October 1  5.3 RSP BOF session at Momentum’04 – October 25-28, 2004 Montreal  Refer your questions to