AT&T Business – Scalable Video Solutions for Global User Experience

Client: AT&T Business
Industry: Telecommunications / Enterprise Solutions
Duration: Multi-Year Engagement
Service Focus: Video Strategy, User Experience Support, Brand Consistency

Overview
As a trusted media consultant for AT&T Business, Digital REM Media Group played a key role in developing and deploying a scalable video communications system designed to support both internal operations and external partners. Our primary mission: reduce Helpdesk dependency and improve the user experience by creating content that answered common questions, explained complex systems, and elevated training and internal communication at scale.

Objectives
Enhance the user experience for AT&T Business platforms through targeted video content

Reduce Helpdesk tickets by addressing frequently asked questions via how-to video libraries

Create high-quality internal communication tools that support platform rollouts, training, and operational clarity

Maintain brand consistency and visual integrity across all internal and external-facing assets

Leverage video as a universal language for global partner communication

Services Delivered
Strategy and production of “how-to” video libraries for AT&T’s business platforms

Rollout content for new systems and tools, highlighting user value and ease of use

Training videos for internal teams (e.g., commercial conduit installation processes)

Media production for internal communication events including company-wide Town Halls

Management of brand asset libraries and visual systems for consistent messaging across all content

Our Approach
Working in direct collaboration with the URUX (User Research & Experience) team, we identified key user pain points and built a video-first content strategy to address them. Whether the content was training an internal team or introducing a new platform to business clients, every video was crafted to reduce complexity, empower the end user, and uphold AT&T’s brand integrity.

We treated every internal video with the same attention to detail as a public-facing campaign—ensuring the content was clear, visually on-brand, and aligned with AT&T’s commitment to excellence. Our process emphasized clarity over entertainment, putting value communication at the core of the media experience.

Results
Significant reduction in Helpdesk ticket volume through proactive support content

Faster platform adoption by internal and external users via clear instructional videos

Increased efficiency in internal training and operations communication

Strengthened internal brand alignment through centralized media asset management

Broader global communication impact through visual content easily understood across language barriers

What We Learned
Our experience with AT&T Business revealed the transformative power of video as a global communication tool—not just for marketing, but for clarity, cohesion, and cost efficiency. By applying brand discipline and user empathy, we unlocked a new level of video utility that continues to guide how we serve enterprise-level clients today.